Head of Disputes Operations

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, Hong Kong, 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. Your recruiter will be able to clarify expectations and answer any questions you have.

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:

Chargeback & Payment Dispute Operations

• Lifecycle ownership. Own the chargeback process end-to-end — intake, investigation, evidence compilation, representment, and recovery — across payment processors and card networks.

• Win-rate optimization. Build and maintain representment playbooks and evidence templates by reason code; continuously improve representment win rates and net recovery.

• Network program management. 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.

• SLA & deadline discipline. Manage dispute queues to meet all network and processor response deadlines without lapses.

Marketplace & Power Packs Disputes

• Buyer / seller adjudication. Resolve item-not-received, not-as-described, authenticity, and Power Packs fulfillment disputes with consistent, fair, and well-documented decisions.

• Fraud vs. service routing. Partner with Fraud Operations to separate true fraud from friendly / first-party fraud and service issues, routing each to the right workflow.

• Policy & playbooks. Maintain dispute policies, decision trees, and escalation paths that scale across product lines.

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Lending / Financial Services Error Resolution

• Regulatory dispute handling. Manage billing-error resolution (TILA / Reg Z), credit-reporting disputes (FCRA / e-OSCAR), and Reg E error resolution where applicable, within all required timeframes.

• Audit-ready records. Maintain complete, defensible documentation of investigations and outcomes to satisfy internal audit, external audit, and examiner review.

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Operations, Vendors & Reporting

• Team leadership. Lead, coach, schedule, and develop the disputes team; set quality and productivity standards.

• Vendor management. Manage any outsourced / BPO dispute support and dispute-tooling vendors.

• Metrics & root cause. 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.

Who You Are:

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 to 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 (Reg Z billing errors, FCRA, Reg E).

• Experience with dispute / chargeback tooling (processor portals, Verifi / Ethoca, chargeback automation).

• Experience managing outsourced or BPO operations teams.

Salary Range: The salary range for this position is $110,891 - $170,035. Actual compensation on this range varies based on a variety of non-discriminatory factors, including 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.

Reasons To Join Us:

• 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: We are proud to offer a competitive 401k matching plan to our employees to support their 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 of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs

• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

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.

We are aware that there are instances where individuals are receiving 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, through fake e-mails claiming to be from the company or through 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 [email protected].

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 service the diverse community of collectors we support.

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

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If you are based in California, you can read information for California residents here.