Cardless

Head of Department

• Own the disputes function end-to-end — strategy, policy, BPO oversight, and complex case resolution
• Manage and audit our BPO disputes operation, driving quality, accuracy, and SLA compliance across programs
• Build the internal disputes playbook: policies, SOPs, decision trees, and escalation paths
• Handle complex and high-value disputes directly — fraud claims, merchant chargebacks, billing errors — in compliance with Reg E, Reg Z, and Visa/Mastercard network rules
• Ensure full compliance with Reg E, Reg Z, and Visa/Mastercard dispute rules — owning adherence end-to-end across timelines, provisional credit, and required cardholder communications
• Partner with Fraud, Compliance, and Engineering to address root causes of dispute volume, improve tooling, and build automation that reduces manual handling at scale
• Monitor chargeback ratios and dispute metrics across programs and escalate trends to leadership
• Work with our sponsor bank and card networks on dispute-related requirements and escalations
• Hire and develop an in-house disputes team as volume and complexity grow

Head of Disputes