Disputes & Chargebacks Manager

Job description

At Vio we believe booking accommodation should feel smart, fair, and effortless — never overwhelming or unclear. As one of the world’s fastest-growing travel tech platforms, we help millions of users make smarter travel decisions by comparing stays across 100+ booking sites — so they can find the perfect place, at the best price, anywhere in the world. We cut through the noise and complexity of hotel and vacation rental booking, surfacing real value with clarity, transparency, and full support. No tricks. No confusion. Just great stays — booked with confidence. With operations in 100+ markets and growing fast, our mission is to reshape how people discover and book accommodation through technology travelers can trust. We’re looking for an experienced Disputes & Chargebacks Manager to own and continuously improve our disputes function end to end. You’ll be accountable for two closely connected areas: dispute management and chargeback representment . On dispute management, you’ll own how we identify and respond to dispute trends, improve prevention, strengthen evidence, and coordinate effectively with internal teams and external partners. On chargeback representment, you’ll own the operational health and performance of the process including case quality, deadlines, win rates, team effectiveness, partner performance and automation. The role requires operational ownership with the goal of improving dispute outcomes while scaling the function efficiently as volumes grow. ☑️ What you’ll do Run the dispute operation day to day, making sure cases are handled accurately and on time Manage volume, workload and escalations across the team and our outsourced partners, holding partners to clear targets on quality, speed and cost Review representments and evidence, coach the team, and set the quality bar Decide when to fight, accept or escalate a dispute based on evidence, value and effort Analyse won and lost cases to sharpen strategy, and flag unusual dispute or fraud trends quickly Work with Customer Support, Product, Finance, Payments and Fraud to reduce avoidable disputes through changes to fraud rules, refund policies, communication and the product Redesign workflows around automation, including triage, evidence gathering, deadline tracking and AI-assisted drafting with human review Partner with Data and Engineering to build reliable reporting on dispute performance…