Step into a leadership role where your decisions directly improve how clients and merchants are supported when disputes arise. You will guide a high-performing team through a fast-paced, highly regulated environment while raising service quality and operational resilience. Partner with cross-functional stakeholders to reduce friction, manage risk, and deliver measurable results. Bring a continuous improvement mindset and help shape smarter, more efficient ways of working through data, automation, and emerging technology.
As a Disputes Operations Team Manager in Merchant Services Disputes Operations, you will lead a team responsible for delivering consistent, high-quality support across the dispute lifecycle. You will help us run strong daily operations, develop talent, and manage escalations while strengthening risk and control practices. You will use performance data and process improvement to increase efficiency, improve client outcomes, and support a culture of accountability and continuous improvement.
Job responsibilities
- Lead daily dispute and chargeback operations to deliver service, quality, and control outcomes
- Manage team performance through goal setting, coaching, feedback, and development planning
- Monitor operational metrics and translate trends into clear actions and sustained improvements
- Resolve escalations and complex cases, ensuring timely decisions and effective communication
- Strengthen risk and control execution by identifying issues, implementing actions, and tracking remediation
- Partner with Product, Technology, Risk, Controls, Learning, and Relationship Management teams to deliver shared priorities
- Drive process improvement to reduce defects, rework, and manual effort across workflows
- Implement automation and analytics approaches to improve efficiency and consistency of outcomes
- Prepare and present performance updates, operational drivers, and risk topics to senior stakeholders
- Act as an operational lead for disputes across Europe, supporting governance and stakeholder forums
Required qualifications, capabilities, and skills
- Demonstrated people leadership experience, including coaching and performance management
- Experience managing operational workflows with defined service and quality measures
- Ability to analyze operational data, identify root causes, and implement corrective actions
- Experience handling escalations and making risk-aware decisions in a time-sensitive environment
- Working knowledge of operational risk and control practices, including issue and action management
- Strong written and verbal communication skills, including presenting performance and actions to stakeholders
- Ability to manage multiple priorities and deliver results in a fast-paced setting
- Experience leading change, implementing new processes, and sustaining improved ways of working
Preferred qualifications, capabilities, and skills
- Experience in payments, merchant services, disputes, or chargeback operations
- Experience partnering with product and technology teams to improve workflows and controls
- Experience presenting operational performance, risks, and remediation plans to senior stakeholders
- Experience acting as a regional operational lead and representing operations in governance forums
- Experience with process optimization and workflow redesign in an operations environment
Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes
Skills Required
- People leadership experience, including coaching and performance management
- Experience managing operational workflows with defined service and quality measures
- Ability to analyze operational data, identify root causes, and implement corrective actions
- Experience handling escalations and making risk-aware decisions in a time-sensitive environment
- Working knowledge of operational risk and control practices, including issue and action management
- Strong written and verbal communication skills, including presenting performance and actions to stakeholders
- Ability to manage multiple priorities and deliver results in a fast-paced setting
- Experience leading change, implementing new processes, and sustaining improved ways of working
- Experience in payments, merchant services, disputes, or chargeback operations
- Experience partnering with product and technology teams to improve workflows and controls
- Experience presenting operational performance, risks, and remediation plans to senior stakeholders
- Experience acting as a regional operational lead and representing operations in governance forums
- Experience with process optimization and workflow redesign in an operations environment
- Experience using AI-powered analytics, workflow automation, or intelligent process tools
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Medical, dental, vision, and mental-health coverage are broad, with wellness incentives, on-site or virtual care, and an EAP offering coaching and counseling. Plan materials emphasize accessible options, including multiple medical choices and tools to manage costs.
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Parental & Family Support — Paid parental leave extends up to 16 weeks for all parents, supplemented by paid Critical Caregiver Leave. Family resources include backup childcare via Bright Horizons, lactation support and milk-shipping, family-building assistance, and even a free five-month SNOO rental for newborns.
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Retirement Support — Retirement programs include a 401(k) with an annual company match and automatic pay credits for most employees, with a legacy pension available to earlier hires. An Employee Stock Purchase Plan at a 5% discount further supports long-term savings.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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