Chargeback & Investigations Manager

Company Overview

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

For more information, please visit: www.didiglobal.com/news

Team Overview

The Chargebacks & Investigations Manager provides direct operational leadership for the local Chargeback & Fraud Investigations team. Reporting to the Sr. Manager of Risk Operations, this role oversees end-to-end card issuer dispute processing, fraud investigations, representment, and pre-arbitration/arbitration proceedings.

The successful candidate will lead supervisors and operational analysts, optimizing workflow queues, enforcing strict scheme rule compliance (Visa, Mastercard), and integrating global quality assurance frameworks to drive high win rates and minimize operational write-offs.

Role Responsibilities

Operational Leadership & Queue Management

• 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.

Scheme Compliance & Process Engineering

• 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 ultimate escalation point for complex dispute cases.

Quality Assurance & Governance

• Implement and execute an operational Quality Assurance (QA) program aligned with combined local (Mexico) and regional/global (China) standards to eliminate critical operational errors.

• Conduct weekly and monthly QA calibrations, root-cause analyses, and audits to identify training gaps and process vulnerabilities.

Strategic & Cross-Functional Collaboration

• Partner with Product, Tech, and Project Management Office (PMO) teams to translate frontline operational pain points into clear Business Requirement Documents (BRDs) for internal tool enhancements.

• Sponsor key operational automation initiatives, reducing manual processing overhead and streamlining dispute filing workflows.

Role 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.

• Proficiency with card scheme tools ( Mastercard Collaboration/Mastercard Connect), case management systems, and SQL/data visualization dashboards (highly preferred).

• Fluency in English and Spanish (oral and written).

EEO Statement

• We create customer value - We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven - We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration - Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity - Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion - Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms