Operations Manager / Senior Manager - Chargeback Operations

About Chargeback Gurus

Chargeback Gurus (CBG) leads the market with an AI-powered chargeback management platform designed to help merchants safeguard and recover revenue efficiently. Leveraging advanced technology, comprehensive analytics, and deep sector expertise, CBG delivers real-time insights and flexible service models aligned fully with client requirements, while maintaining top standards in integrity, transparency, security, and compliance.

Role Overview

This position involves overseeing operational teams to ensure delivery of key performance indicators and sales objectives. The role requires proactive engagement with key clients to meet their expectations and upholding service quality, compliance, and customer experience standards. Additionally, it includes talent development, succession planning, and communication strategy implementation for sustained team and business success.

Key Responsibilities

• Lead operations teams to achieve operational metrics and sales targets.
• Maintain consistent engagement with primary client representatives to ensure alignment with expectations.
• Drive delivery of client KPIs including service levels, quality standards, and compliance adherence.
• Enhance operational talent through skill optimization and partnering with recruitment for attracting top external candidates.
• Establish communication channels for transparent performance updates and clear understanding of team needs.
• Monitor and analyze project gaps, revenue, profitability, and resource utilization to boost efficiency.
• Conduct periodic performance reviews with detailed reporting and business analysis.
• Implement continuous improvements by adopting operational best practices in collaboration with broader teams.
• Manage client relationships through regular operational reviews and daily interactions.
• Develop and enforce Standard Operating Procedures (SOPs) and ensure accountability for process adherence.
• Translate strategic business objectives into day-to-day team execution and quality standards.
• Lead and manage a team including Account Managers, Supervisors, Team Leads, and Analysts focused on chargeback case reviews, investigation, and resolution.
• Oversee operations including prevention alerts processing, order intelligence, rapid dispute resolution, and 24/7 alert team management following Visa/Mastercard guidelines.
• Track and act upon fraud reports; communicate and report fraud indicators to merchants.
• Guide the Prevention Alerts department by positioning the team as key strategic partners and optimizing individual and team performance.
• Develop work procedures, KPIs, reward schemes, and conduct performance diagnostics and reviews for the Alerts & Follow-Up teams.

Qualifications and Experience

• Minimum of 15 years’ experience in operations, project, or program management.
• Bachelor’s degree in business management, engineering, electronic finance, chargeback or related fields; a master’s degree is advantageous.
• Experience in chargeback management or payment-related processes is preferred.
• Proven track record in building trust with employees and stakeholders, influencing without direct authority.
• Extensive call center management expertise crucial for success in this role.
• Strong leadership, communication, and influencing capabilities at senior levels.
• Familiarity with BFSI processes and US payment regulations is necessary.
• Adeptness in handling diverse client data across various industries.
• Willingness to work night shifts as required.