Chargeback & Investigations Lead - Risk Ops

Didi-Global-; Ciudad de México; Hybrid; MXN 1,000,000 - 1,600,000; Full time

Job summary

DiDi Global Inc. in Mexico City seeks a Chargebacks & Investigations Manager to lead the local team in end-to-end dispute processing, fraud investigations, and representment, ensuring QA and compliance with Visa/Mastercard rules.

You will drive automation and cross-functional BRD initiatives with Product, Tech, and PMO, while maintaining strict SLA adherence. Ideal candidates have 5+ years in card issuer risk operations, strong rule knowledge, and fluency in English and Spanish, with a track

Qualifications

• 5+ years of direct experience in card issuer risk operations, chargeback management, and financial fraud investigations.
• Expert knowledge of Visa Core Rules, Mastercard Dispute Rules, chargeback reason codes, representments, and arbitration.
• Proven track record of managing operational teams, capacity planning, 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 queues, end-to-end from intake to arbitration.
• Enforce adherence to SLAs for High- and Low-Priority disputes; balance workload across analysts.
• Maintain compliance with Visa, Mastercard, and local rules; manage second chargebacks and pre-arbitration filings.
• Drive QA programs, root-cause analyses, and audits to reduce errors and improve recovery.
• Collaborate with Product, Tech, and PMO to translate pain points into BRDs and automate workflows.

Skills

Card issuer risk operations

Chargeback management

Visa/MC dispute rules

SQL & data visualization

English & Spanish fluency

Tools

Mastercard Collaboration

Mastercard Connect

Case management systems

SQL & dashboards

Job description

DiDi Global Inc. in Mexico City seeks a Chargebacks & Investigations Manager to lead the local team in end-to-end dispute processing, fraud investigations, and representment, ensuring QA and compliance with Visa/Mastercard rules.

You will drive automation and cross-functional BRD initiatives with Product, Tech, and PMO, while maintaining strict SLA adherence. Ideal candidates have 5+ years in card issuer risk operations, strong rule knowledge, and fluency in English and Spanish, with a track