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Chargeback Strategy & Operations Lead

Félix
Miami, USA
Full-time
Senior Level
Hybrid
Discovered 1 months ago

Full Job Posting

Responsibilities

  • Own the end-to-end chargeback strategy for Felix, covering both the merchant-acquiring side (disputes filed against Felix as a payment recipient) and the issuing side (disputes filed by our own cardholders, where applicable).
  • Define and continuously refine our representment strategy — which cases to fight, and what evidence packages give us the best odds by reason code, corridor, and product type.
  • Build and maintain the playbooks, SOPs, and escalation paths for both environments, ensuring they scale as Felix expands into new products.
  • Identify and drive AI-powered solutions that increase efficiency and scalability.
  • Design and own the methodology for win rate measurement segmented by reason code, network (Visa, Mastercard, Amex, Discover), processor, corridor, and dispute stage (pre-arbitration vs. arbitration).
  • Build cohort and maturity-based views of dispute outcomes so leadership has a clear, defensible read on performance trends rather than point-in-time snapshots.
  • Partner with Analytics/Strategy to instrument dashboards (Omni, BigQuery) that make win rate, dispute volume, and financial exposure visible and actionable.
  • Continuously evaluate emerging tools (e.g., Stripe Smart Disputes-type automation, network compliance programs) and make build-vs-buy recommendations.
  • Serve as Felix's internal expert on chargeback regulations and network rules — Visa (VCR), Mastercard (Dispute Resolution rules), Amex, and Reg E/Reg Z requirements where applicable to disputes.
  • Track rule changes across networks and processors (Stripe, Checkout.com, card issuing partners) and translate them into operational impact and required process changes.
  • Understand the roles and responsibilities of the institutions involved — acquirers, issuers, card networks, processors, and arbitration bodies — and know how to engage each one appropriately depending on dispute type and stage.
  • Ensure Felix's dispute handling stays compliant with timelines, evidence standards, and network-specific requirements (compelling evidence rules, pre-dispute/rapid dispute resolution programs, etc.).
  • Work closely with Fraud Strategy, Investigations, and Operations to close the loop between fraud patterns and chargeback outcomes — feeding disputes-driven insight back into rule and policy design.
  • Partner with Product/Engineering on the chargeback pillar roadmap, including tooling for evidence collection and case management.
  • Represent Felix in conversations with processors and program partners on dispute performance, program risk, and rule changes.
  • Support executive reporting on chargeback performance, exposure, and strategic recommendations.

Requirements

  • 4–7+ years in fraud/risk strategy, with direct, hands-on experience in card authorization decisioning — issuer, acquirer, program manager, or processor side.
  • Working knowledge of card network mechanics: authorization/clearing/settlement flow, 3DS/SCA, network fraud-monitoring programs (Visa VAMP or equivalent, Mastercard excessive chargeback programs), and dispute reason codes.
  • Experience working with or evaluating BaaS / program-manager card issuing vendors (Stripe Issuing, Marqeta, Galileo, or similar), including fraud AoR/RACI negotiation.
  • Advanced SQL — hard requirement, not a nice-to-have. This person needs to independently query and size risk, not route it to an analyst.
  • Demonstrated bias toward product and action-based fraud controls (step-up auth, holds, dynamic friction) over rules as the default fix.
  • Comfortable building in ambiguity on a 0-to-1 program — translating vendor documentation, legal, and compliance input into an actual operating model.
  • Strong cross-functional communication; this role sits at the intersection of Fraud, Product, Compliance, and an external vendor.
  • Advanced English.
  • Prior experience specifically with card issuing at a fintech or program manager (rather than acquiring-side or card-not-present e-commerce fraud only) (Nice to have).
  • Familiarity with stablecoin-backed card programs or general crypto experience (Nice to have).
  • Spanish or Portuguese, given the LATAM corridor focus (Nice to have).
  • Background in cross-border remittance or LATAM-market fraud (Nice to have).
  • Experience negotiating or managing a BIN sponsor / issuing bank relationship (Nice to have).
  • Competitive salary
  • Initial stock options grant
  • Annual performance bonus
  • Health, dental, and vision plans
  • 401(k) with employer match
  • Continuous learning opportunities
  • Unlimited PTO
  • Paid parental leave
  • Empowering opportunities for growth in a dynamic entrepreneurial environment

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