Manager, Business Analysis And Insights- Chargeback Operations

Position Summary The Manager, Business Analysis & Insights - Chargeback Operations will lead chargeback operations and strategy across multiple business P&Ls and channels at Sam’s Club, with a strong focus on omnichannel operations. This role oversees the review and representment of eligible disputes through payment processors while using data and business insights to understand the drivers behind chargebacks, identify emerging fraud trends, and reduce financial losses.

This manager will own and evolve the chargeback strategy, including vendor relationships, operational performance, reporting, analytics, forecasting, and process improvement. The role will partner closely with Finance, Treasury, internal business teams, and external vendors to strengthen chargeback processes and inform broader business decisions. This individual will coordinate with analysts and cross-functional partners, combining strong financial and analytical acumen with strategic thinking, critical problem-solving, and collaborative leadership.

The role will also support automation and AI-enabled opportunities that improve efficiency, strengthen decision-making, and enhance chargeback operations.

The Sam’s Club Chargeback Operations team manages chargeback activity across multiple business units and channels. The team reviews and represents eligible disputes, analyzes chargeback drivers and outcomes, and uses data to identify opportunities to reduce losses and improve operational performance. The team operates at the intersection of financial operations, fraud risk, analytics, and business strategy. Team members partner across the organization and with external vendors to solve complex challenges, identify emerging risks, improve processes, and influence business outcomes.

It is a highly collaborative environment where accountability, strategic thinking, and continuous improvement drive measurable results.

• Own and evolve the chargeback operations and representment strategy across multiple business units and channels.
• Coordinate with analysts and cross-functional partners responsible for chargeback analysis, operational performance, and business insights.
• Analyze chargeback activity across channels to identify why chargebacks are occurring, emerging trends, root causes, and opportunities to reduce financial losses.
• Evaluate dispute outcomes, win/loss performance, and operational metrics to identify opportunities to improve results.
• Use chargeback data to identify potential fraud and emerging risk trends and translate findings into actionable business strategies.
• Develop reporting, forecasting, dashboards, and analytical frameworks that provide visibility into chargeback performance and support business decisions.
• Partner closely with Finance, Treasury, fraud and risk teams, business stakeholders, payment partners, and external vendors to execute chargeback strategies and initiatives.
• Manage external vendor relationships and evaluate vendor performance against business and operational expectations.
• Drive process improvements, automation, and AI-enabled solutions that improve efficiency, accuracy, and scalability.
• Partner with analysts and key stakeholders to support performance expectations, production goals, process improvements, and consistent execution.
• Communicate complex financial and operational insights in a clear, actionable way to business partners and leadership.

• Experience in chargeback operations, financial operations, payments, fraud, asset protection, risk, or a related field.
• Strong strategic mindset with the ability to build and evolve operational strategies using data, trends, financial insights, and business needs.
• Strong data analysis experience and the ability to…