Collectors

Head of Disputes Operations

Santa Ana, CA · Full-time

No sponsorship$111k-$170kDetected 16 days ago

AuditingNetwork MonitoringInternal Audit

About the role

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide.
We're always on the lookout for talented people to join our growing team.
Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia.

Lifecycle ownership. Own the chargeback process end-to-end - intake, investigation, evidence compilation, representment, and recovery - across payment processors and card networks.
Win-rate optimization. Build and maintain representment playbooks and evidence templates by reason code
Network program management. Monitor and manage card-network monitoring programs (e.g., Visa and Mastercard excessive-chargeback / acquirer-monitoring programs) to keep the business safely below ratio thresholds.
SLA & deadline discipline. Manage dispute queues to meet all network and processor response deadlines without lapses.
Fraud vs. service routing. Partner with Fraud Operations to separate true fraud from friendly / first-party fraud and service issues, routing each to the right workflow.
Policy & playbooks. Maintain dispute policies, decision trees, and escalation paths that scale across product lines.
Audit-ready records. Maintain complete, defensible documentation of investigations and outcomes to satisfy internal audit, external audit, and examiner review.
Win-rate optimization. Build and maintain representment playbooks and evidence templates by reason code; continuously improve representment win rates and net recovery.
Team leadership. Lead, coach, schedule, and develop the disputes team; set quality and productivity standards.
Vendor management. Manage any outsourced / BPO dispute support and dispute-tooling vendors.

Hands-on knowledge of card-network dispute rules and the chargeback / representment lifecycle.
Experience managing to SLAs and to network chargeback-ratio / monitoring-program thresholds.
Your recruiter will be able to clarify expectations and answer any questions you have.
Candidates must be authorized to work in the United States.
5+ years in disputes, chargeback, or payments operations, including direct people-management or team-lead experience.
Strong analytical skills and comfort working with dispute and chargeback data and reporting.
Customer-centric judgment that balances recovery and loss control against fairness and retention.

Marketplace or high-volume e-commerce disputes experience.
Familiarity with consumer-lending dispute and error-resolution rules (Reg Z billing errors, FCRA, Reg E).
Experience with dispute / chargeback tooling (processor portals, Verifi / Ethoca, chargeback automation).
Experience managing outsourced or BPO operations teams.

The salary range for this position is $110,891 - $170,035.
Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set.
This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details.
Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays

Full-time employees are eligible for fertility, commuter, and educational assistance benefits
Vacation: All salaried employees are eligible for flexible time-off
Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays
Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs
Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

All regular, full-time employees are eligible for ten company paid holidays
We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals
We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units.

Monitor and manage card-network monitoring programs (e.g., Visa and Mastercard excessive-chargeback / acquirer-monitoring programs) to keep the business safely below ratio thresholds.

This listing is sourced directly from Collectors's careers page and normalized into a canonical job model.