Chargeback & Fraud Operations Lead

DiDi Global; Ciudad de México; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

DiDi Global Inc. in Mexico City seeks a Chargebacks & Investigations Manager to lead the local risk operations team, overseeing dispute processing, fraud investigations, representment and arbitration.

You will drive efficiency, enforce SLAs, and align with global QA standards. The ideal candidate has 5+ years in card issuer risk, deep knowledge of Visa/Mastercard rules, and experience managing teams; bilingual in English and Spanish; you'll partner with Product, Tech, and PMO to implement tool

Qualifications

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

Responsibilities

• Direct day-to-day operations of the dispute resolution and fraud investigation queues, ensuring end-to-end efficiency from initial intake through final arbitration.
• Enforce adherence to tight SLAs: High-Priority disputes and Low-Priority disputes.
• Balance workload distribution across analysts to meet target operational throughput benchmarks.
• Maintain absolute compliance with Visa, Mastercard, and local payment network rules, chargeback reason codes, and dispute resolution timelines.
• Drive continuous improvement in investigation methodologies, evidence collection techniques, and representment strategies to maximize recovery rates.
• Manage second chargebacks, pre-arbitration, and formal scheme arbitration filings, serving as the ultimate escalation point for complex dispute cases.
• Implement and execute an operational QA program aligned with local and regional/global standards to eliminate critical operational errors.
• Conduct weekly and monthly QA calibrations, root-cause analyses, and audits to identify training gaps and process vulnerabilities.
• Partner with Product, Tech, and PMO to translate frontline pain points into BRDs for internal tool enhancements.
• Sponsor key operational automation initiatives, reducing manual processing overhead and streamlining dispute filing workflows.

Skills

Card risk ops

Visa/MC rules

Leadership

SQL/BI

Bilingual EN/ES

Tools

Mastercard Tools

Case Management

SQL/BI Dashboards

Job description

DiDi Global Inc. in Mexico City seeks a Chargebacks & Investigations Manager to lead the local risk operations team, overseeing dispute processing, fraud investigations, representment and arbitration.

You will drive efficiency, enforce SLAs, and align with global QA standards. The ideal candidate has 5+ years in card issuer risk, deep knowledge of Visa/Mastercard rules, and experience managing teams; bilingual in English and Spanish; you'll partner with Product, Tech, and PMO to implement tool