Chargeback & Fraud Investigations Lead

Didi; Ciudad de México; On-site; MXN 1,200,000 - 2,000,000; Full time

Job summary

DiDi in Mexico City seeks a seasoned Chargebacks & Investigations Manager to lead the local team through end-to-end dispute processing, fraud investigations, and arbitration. You will drive QA, ensure scheme compliance, and partner with Product, Tech and PMO to translate frontline pain points into tool enhancements.

The role requires 5+ years in card issuer risk operations, deep knowledge of Visa and Mastercard rules, and fluency in English and Spanish.

Qualifications

• 5+ years of direct experience in card issuer risk operations and fraud investigations.
• Expert knowledge of Visa Core Rules and Mastercard Dispute Rules.
• Proven track record leading operational teams and SLA tracking.
• Proficiency with card scheme tools and SQL/data visualization dashboards.
• Fluency in English and Spanish (oral and written).

Responsibilities

• Direct day-to-day operations of dispute resolution and fraud investigations.
• Enforce SLAs for High- and Low-Priority disputes and balance workloads.
• Ensure compliance with Visa/Mastercard rules and local networks.
• Drive improvements in investigation methods and recovery strategies.
• Manage second chargebacks, pre-arbitration and arbitration filings.
• Lead QA program aligned with local and global standards; conduct audits.
• Collaborate with Product, Tech and PMO to translate pain points into BRDs.

Skills

Card issuer risk operations

Visa Core Rules

Mastercard Dispute Rules

Representments & arbitration

Card scheme tools

SQL / data visualization dashboards

Leadership & SLA tracking

English & Spanish fluency

Tools

Mastercard Collaboration

Mastercard Connect

Case management systems

Job description

DiDi in Mexico City seeks a seasoned Chargebacks & Investigations Manager to lead the local team through end-to-end dispute processing, fraud investigations, and arbitration. You will drive QA, ensure scheme compliance, and partner with Product, Tech and PMO to translate frontline pain points into tool enhancements.

The role requires 5+ years in card issuer risk operations, deep knowledge of Visa and Mastercard rules, and fluency in English and Spanish.