Head of Disputes Operations

Collectors Universe, Inc.; California (MO); On-site; USD 110,891 - 170,035; Full time

Benefits offered by this job

Health Insurance

401(k) Matching Plan

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Job summary

Collectors Universe, Inc. is seeking a Head of Disputes Operations to lead the day-to-day disputes function across our marketplace and lending-related services.

You will own the full chargeback lifecycle—intake, investigation, evidence, representment, and recovery—while maximizing recovery and maintaining regulatory thresholds. You will manage a team, develop playbooks, and partner with Fraud Operations to distinguish true fraud from service issues, ensuring timely, defensible decisions and

Qualifications

• 5+ years in disputes, chargeback, or payments operations with team leadership experience.
• Hands-on knowledge of card-network dispute rules and the lifecycle.
• Experience managing SLAs and monitoring thresholds.

Responsibilities

• Own the chargeback process end-to-end across processors and networks.
• Build representment playbooks and templates to improve win rates and recovery.
• Monitor card-network programs to stay below ratio thresholds.
• Manage dispute queues to meet response deadlines.
• Resolve various disputes with fair, well-documented decisions.
• Partner with Fraud Operations to separate fraud from service issues.
• Maintain dispute policies, decision trees, and escalation paths.
• Lead, coach, and develop the disputes team; manage vendors as needed.
• Track metrics and surface root causes to improve processes.

Skills

Disputes management

Chargebacks

Payments operations

Team leadership

Analytics

Tools

Verifi

Ethoca

Processor portals

Job description

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, HongKong, Canada, Mexico, Germany, and France.

As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed.

The Head of Disputes Operations leads the day‑to‑day disputes function across Collectors’ Marketplace, Power Packs, and emerging Financial Services lending business. This role owns the full dispute lifecycle—payment chargebacks and representment, buyer/seller and fulfillment disputes, and the regulatory error‑resolution obligations of the lending business—maximizing recovery and win rates while keeping the company within card‑network thresholds, meeting regulatory timeframes, and protecting customer trust. The role manages a team and reports to the Head of Risk & Compliance, working hand‑in‑hand with Fraud Operations on the boundary between true fraud and service‑related disputes.

What You'll Do

• Own the chargeback process end‑to‑end—including intake, investigation, evidence compilation, representment, and recovery—across payment processors and card networks.
• Build and maintain representment playbooks and evidence templates by reason code; continuously improve representment win rates and net recovery.
• Monitor and manage card‑network monitoring programs (e.g., Visa and Mastercard excessive‑chargeback / acquirer‑monitoring programs) to keep the business safely below ratio thresholds.
• Manage dispute queues to meet all network and processor response deadlines without lapses.
• Resolve item‑not‑received, not‑as‑described, authenticity, and Power Packs fulfillment disputes with consistent, fair, and well‑documented decisions.
• Partner with Fraud Operations to separate true fraud from friendly / first‑party fraud and service issues, routing each to the right workflow.
• Maintain dispute policies, decision trees, and escalation paths that scale across product lines.
• Manage billing‑error resolution (TILA / RegZ), credit‑reporting disputes (FCRA / e‑OSCAR), and RegE error resolution where applicable, within all required timeframes.
• Maintain complete, defensible documentation of investigations and outcomes to satisfy internal audit, external audit, and examiner review.
• Lead, coach, schedule, and develop the disputes team; set quality and productivity standards.
• Manage any outsourced / BPO dispute support and dispute‑tooling vendors.
• Track and report dispute rate, chargeback rate, representment win rate, cycle time, and net recovery; surface root causes to Product, Payments, and Fraud to reduce inbound disputes.

Required Qualifications

• 5+ years in disputes, chargeback, or payments operations, including direct people‑management or team‑lead experience.
• Hands‑on knowledge of card‑network dispute rules and the chargeback / representment lifecycle.
• Experience managing SLAs and to network chargeback‑ratio / monitoring‑program thresholds.
• Strong analytical skills and comfort working with dispute and chargeback data and reporting.
• Customer‑centric judgment that balances recovery and loss control against fairness and retention.

Preferred Qualifications

• Marketplace or high‑volume e‑commerce disputes experience.
• Familiarity with consumer‑lending dispute and error‑resolution rules (RegZ billing errors, FCRA, RegE).
• Experience with dispute / chargeback tooling (processor portals, Verifi / Ethoca, chargeback automation).
• Experience managing outsourced or BPO operations teams.

Salary Range

$110,891 – $170,035. Actual compensation varies based on location, job level, experience, and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation. Please ask your recruiter for details.

Benefits

• Health Insurance: All full‑time employees are eligible to enroll in Medical, Dental, and Vision.
• Additional Benefits: Full‑time employees are eligible for fertility, commuter, and educational assistance benefits.
• 401(k) Matching Plan: Competitive 401(k) matching plan to support future financial goals.
• Vacation: All salaried employees are eligible for flexible time‑off.
• Holiday Pay: All regular, full‑time employees are eligible for ten company paid holidays.
• Employee Discounts: Employees receive discounts on select grading services for approved submissions.
• Flexible Hours: Many teams offer flexible schedules with varying shifts and will work with you to accommodate your needs.
• Fun Working Environment: Team members are invited to participate in celebrations, holiday events, and team‑building activities.

Work Authorization

Candidates must be authorized to work in the United States. Collectors uses e‑Verify to validate your ability to work legally in the United States.

Fraud Awareness

We are aware that there are instances where individuals receive job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, fake e‑mails claiming to be from the company, or social media. We never ask for personal information such as your bank account, Social Security numbers, or National IDs, nor do we send or request payments for the purchase of business‑related equipment. If you suspect fraud, please reach out to [e-mail].

Equal Employment Opportunity Statement

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better serve the diverse community of collectors we support.

Accommodation Statement

If you require an accommodation to apply or interview with us due to a disability or special need, please email [e-mail].

Privacy Notice

U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants. If you are based in California, you can read information for California residents here.