Head of Disputes Operations (Fintech)

Location: Santa Ana, California, United States

Salary: $110,891–$170,035 per year, with possible bonuses, commissions, or other compensation.

Company

hirify.global provides technology-enabled grading, authentication, vaulting, and sales services for collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia.

What you will do

• Lead the full chargeback lifecycle across payment processors and card networks, including investigation, evidence compilation, representment, and recovery.
• Develop representment playbooks and evidence templates while improving win rates and net recovery.
• Monitor card-network programs, chargeback ratios, response deadlines, and processor SLAs.
• Resolve buyer, seller, fulfillment, authenticity, and Power Packs disputes using consistent policies and escalation paths.
• Manage lending error resolution, including TILA/Reg Z, FCRA/e-OSCAR, and Reg E requirements, with audit-ready documentation.
• Lead, coach, schedule, and develop the disputes team; manage BPO and tooling vendors and report root causes to Product, Payments, and Fraud.

Requirements

• Authorization to work in the United States is required; e-Verify is used to validate work authorization.
• 5+ years of experience in disputes, chargebacks, or payments operations, including direct people management or team-lead experience.
• Hands-on knowledge of card-network dispute rules and the chargeback/representment lifecycle.
• Experience managing SLAs and network chargeback-ratio or monitoring-program thresholds.
• Strong analytical skills and experience working with dispute, chargeback, and reporting data.
• Customer-centric judgment balancing recovery and loss control with fairness and customer retention.

Nice to have

• Marketplace or high-volume e-commerce disputes experience.
• Knowledge of consumer-lending dispute and error-resolution rules, including Reg Z, FCRA, and Reg E.
• Experience with processor portals, Verifi, Ethoca, or chargeback automation tools.
• Experience managing outsourced or BPO operations teams.

Culture & Benefits

• Medical, dental, and vision insurance for eligible full-time employees.
• Fertility, commuter, and educational assistance benefits.
• 401(k) matching plan.
• Flexible time off for salaried employees and ten company-paid holidays for regular full-time employees.
• Flexible schedules and varying shifts may be available depending on the team.
• Employee discounts, celebrations, holiday events, and team-building activities.

Hiring process

• Video interviews require candidates to keep their cameras on unless an accommodation is needed.
• Some interview steps may take place by phone; an on-site interview may be requested during the final stages.