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 time frames, 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.

• 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.

• 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.

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

• 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…