Operations Manager of Disputes

ADP•San Dimas, CA

4d•Hybrid

About The Position

As the Manager of Operations for Disputes (Compliance), you’ll play a pivotal leadership role at the heart of ADP’s Wisely Card product. You will set the vision and direction for a high-performing team, ensuring operational excellence across all facets of dispute resolution, fraud mitigation, and compliance. This is a hands-on leadership opportunity for someone who thrives on driving continuous improvement, transforming processes, and fostering a culture of accountability, learning, and innovation. You’ll be responsible for proactively identifying opportunities to streamline operations, enhance efficiency, and deliver exceptional experience for both clients and associates. By leveraging your expertise in troubleshooting and root-cause analysis, you’ll resolve complex challenges, anticipate risks, and implement sustainable solutions. As a mentor and coach, you’ll inspire your team to embrace change, develop new skills, and consistently deliver results that strengthen ADP’s reputation for integrity and service excellence. Ready to #MakeYourMark? Apply now!

Requirements

3+ years of people leadership experience
8+ years in cardholder disputes, chargebacks (Visa & Mastercard), compliance and fraud monitoring.
Strong technical skills in Excel, data analysis, and reporting.
Proven experience leading teams, troubleshooting issues, and delivering operational improvements.
Excellent communication and stakeholder management skills; able to influence at all levels.
Experience collaborating with vendors and external partners.
High integrity, sound judgment, and a visionary mindset for process improvement and risk mitigation.
Strong knowledge of MS Office tools such as Excel, Word, and PowerPoint
Flexibility to support a global and fast-paced environment
Excellent written and verbal skills with great attention to detail

Nice To Haves

Advanced degree or professional certifications (CFE, CAMS).
Background in payroll, implementation, or contact center operations.
Strong analytical and influencing skills.
Fast learner, adaptable, and detail-oriented.

Responsibilities

Manage a team of approximately 10+ directs
Lead and inspire a team managing disputes, fraud investigations, and compliance for the Wisely Card product.
Set clear expectations, empower associates to own processes, and foster a high-accountability culture.
Champion process improvement by analyzing workflows, eliminating bottlenecks, and implementing best practices for scale and efficiency.
Drive a continuous improvement mindset—identifying gaps, testing solutions, and executing enhancements to support evolving business needs.
Serve as the primary escalation point for complex issues, providing expert troubleshooting, problem-solving, and timely resolution.
Partner cross-functionally with peers, vendors, and senior leaders to drive innovation and compliance initiatives.
Mentor, train, and develop team members, building a growth-oriented and collaborative environment.
Analyze team performance, prepare reports, and deliver actionable insights to senior leadership.
Oversee escalated cases and provide strategic updates to leadership.
Manage vendor relationships, drive innovation, and implement strategies to reduce fraud risk.
Lead or contribute to functional projects, audits, and regulatory reporting as needed.
In this position you are responsible for ensuring ADP’s compliance with regulatory (e.g., regulation E) and third-party requirements.
Knowledge of privacy and security protocols, identifying fraudulent activity and compliance with applicable laws and regulations.
Escalate operational gaps or compliance concerns to management.
Participate in compliance related training and communication programs, as needed.
Implement compliance training to associates based on job responsibilities.
Monitor and evaluate associate performance, including compliance related matters, provide learning or coaching opportunities, and take corrective action, if necessary.