We are looking for a strategic, relationship-driven Dispute Management Expert to lead our Recovery Optimization team and build valuable partnerships with Payment Service Providers (PSPs) and card networks. This unique hybrid role combines deep chargeback domain knowledge, business development capabilities, and team leadership.

As a key member of our Product Analytics team, you will drive cross-segment recovery rate improvements by leveraging external industry knowledge, establishing strategic relationships with PSPs and issuers, and leading a team of domain experts and analysts. You will serve as our company's domain authority and external industry liaison, translating insights from payment networks and PSPs into actionable product improvements that directly impact our merchants' success.

This role requires someone who can navigate both the technical complexities of chargeback management and the relationship-building aspects of B2B partnerships.

Responsibilities:

• Lead cross-segment recovery rate improvement initiatives using external industry knowledge and strategic insights from PSPs and card networks
• Establish and nurture strategic relationships with key stakeholders at Payment Service Providers, card networks, and issuers through regular meetings, industry engagement, and partnership development
• Gather critical intelligence on PSP-specific evidence requirements, submission formats, and opportunities to improve timelines, reduce fees, and optimize dispute handling processes
• Maintain expert-level understanding of card network regulations (Visa, Mastercard, Amex, Discover) and ensure company compliance with ongoing updates
• Create new dispute response content and optimize existing frameworks based on industry requirements, PSP feedback, and regulatory changes
• Define and execute strategy for enabling new business opportunities across industries, territories, and payment methods
• Manage a team of 2-3 specialists —setting priorities, allocating resources, and ensuring alignment with company OKRs
• Partner with Product Management to translate industry insights into product features and requirements
• Present findings, recommendations, and industry updates to executive leadership and cross-functional stakeholders
• Support Sales and Marketing with domain expertise for competitive positioning and enablement

• Self-motivated with strong sense of ownership and accountability - must
• Growth hacking mindset with entrepreneurial approach to problem-solving - must
• Proven track record of building and maintaining B2B business relationships
• Deep understanding of the chargeback ecosystem, payment processing, and dispute management - a strong advantage
• 5+ years of experience in payments, fintech, or related domain
• 2+ years in a leadership or team management role
• Bachelor's degree in Economics, Industrial Engineering, Business, or related field; MBA - advantage
• Native-level English (written and spoken) - required
• Strong networking abilities with sales or business development experience - advantage
• Familiarity with card network regulations and PSP operations - strong advantage
• Excellent presentation and communication skills with ability to influence senior stakeholders
• Strong research orientation with the ability to extract insights from complex regulatory and technical documents
• Critical and creative thinking with data-driven decision-making approach
• Comfortable with ambiguity and able to work independently while maintaining strong cross-functional collaboration