Head of Disputes

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Head of Disputes managing disputes function end-to-end at fintech company. Overseeing BPO operations and building internal capabilities for dispute handling.

Posted 7/28/2026full-timeSan Francisco • California • 🇺🇸 United StatesLead💰 $140,000 - $190,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing end-to-end disputes functions, ensuring compliance with Reg E, Reg Z, and card network rules while driving quality and accuracy in BPO operations. Capable of developing policies, SOPs, and decision trees to enhance dispute resolution processes and team performance.

Highest-signal resume keywords

Credit Card Disputes ManagementReg E ComplianceReg Z ComplianceBPO Operations OversightAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Dispute ResolutionChargeback ManagementPolicy DevelopmentData AnalysisCompliance Adherence

Soft Skills

Clear Written CommunicationCross-Functional Collaboration

Industry Keywords

Visa RulesMastercard RulesAmex RulesFraud ClaimsBilling Errors

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

5+ years of experience in credit card disputes, chargebacks, or a closely related function
Deep working knowledge of Reg E, Reg Z, and dispute rules, tools, and timelines across all three major card networks (Visa, Mastercard, Amex) — and experience owning compliance adherence, not just awareness of the rules
Experience overseeing or partnering with BPO operations on disputes or servicing
Strong analytical skills — you can pull dispute data, identify patterns, and turn them into actionable recommendations
Comfortable working cross-functionally with Compliance, Fraud, Engineering, and external banking partners
Clear, precise written communication — you can write a dispute policy as clearly as you can write an escalation summary
Experience at a card issuer, fintech, or bank is strongly preferred
San Francisco-based and in-office 5 days a week.

Benefits

Comp & perks

Meaningful startup equity
100% health, vision & dental primary coverage
75% health, vision & dental dependent coverage
Catered lunches
$250/month commuter benefit
Parental leave
Team building events & happy hours
Flexible PTO with a minimum of 15 days off per year
Apple equipment
401k plan