Chargebacks & Fraud Investigations Lead

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

Job summary

DiDi is seeking a Chargebacks & Investigations Manager in Mexico City to lead the local dispute resolution and fraud investigations team. You will oversee intake to arbitration, ensure SLA adherence, and drive improvements in representment and recovery strategies.

The role requires deep knowledge of Visa/Mastercard rules, experience managing teams, and collaboration with product and tech to automate workflows. Bilingual English/Spanish is essential.

Qualifications

• 5+ years of direct experience in card issuer risk operations, chargeback management, and fraud investigations.
• Expert knowledge of Visa Core Rules and Mastercard Dispute Rules.
• Proven track record of managing operational teams and coaching performance.
• Proficiency with card scheme tools and SQL/data visualization (preferred).
• Fluency in English and Spanish, written and spoken.

Responsibilities

• Direct day-to-day operations of dispute resolution and fraud investigation queues.
• Enforce SLAs and balance workload to meet throughput targets.
• Maintain compliance with Visa, Mastercard rules and dispute timelines.
• Collaborate with Product, Tech, and PMO to drive improvements and automation.

Skills

Chargebacks

Fraud investigations

Team management

SQL

Tools

Visa Rules

Mastercard Rules

Case management

Job description

DiDi is seeking a Chargebacks & Investigations Manager in Mexico City to lead the local dispute resolution and fraud investigations team. You will oversee intake to arbitration, ensure SLA adherence, and drive improvements in representment and recovery strategies.

The role requires deep knowledge of Visa/Mastercard rules, experience managing teams, and collaboration with product and tech to automate workflows. Bilingual English/Spanish is essential.