Senior Chargeback & Fraud Investigations Lead

DiDi Chuxing; Ciudad de México; Hybrid; MXN 900,000 - 1,300,000; Full time

Job summary

DiDi Global Inc. in Mexico City is seeking a Chargebacks & Investigations Manager to lead the local risk operations team, overseeing dispute processing, fraud investigations, and arbitration workflows. You will optimize queues, enforce SLAs, and drive improvements in representment strategies.

The role requires deep knowledge of Visa/Mastercard rules, proven leadership, and bilingual English/Spanish communication skills to work with global partners and local regulators.

Qualifications

• 5+ years of direct experience in card issuer risk operations, chargeback management, and financial fraud investigations within banking or fintech environments.
• Expert knowledge of Visa Core Rules, Mastercard Dispute Rules, chargeback reason codes, representments, and arbitration proceedings.
• Proven track record of managing operational teams, capacity planning, performance coaching, and SLA tracking.

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 Service Level Agreements (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 escalation point for complex disputes.

Skills

Leadership

Fraud investigations

Risk operations

Quality assurance

Bilingual English/Spanish

Tools

Mastercard Collaboration

Mastercard Connect

Case management systems

SQL

Data visualization dashboards

Job description

DiDi Global Inc. in Mexico City is seeking a Chargebacks & Investigations Manager to lead the local risk operations team, overseeing dispute processing, fraud investigations, and arbitration workflows. You will optimize queues, enforce SLAs, and drive improvements in representment strategies.

The role requires deep knowledge of Visa/Mastercard rules, proven leadership, and bilingual English/Spanish communication skills to work with global partners and local regulators.