Sales Operations Analyst I

We are seeking a detail-oriented, deadline-driven Risk Operations Analyst to join our DTC Risk team as a contractor. You will own the daily chargeback dispute queue for Meta.com: building evidence packages, submitting responses before every deadline, and recovering revenue lost to invalid disputes. You will also flag fraud and abuse patterns to improve our prevention controls.

Responsibilities:

• Manage the daily dispute queue, prioritizing by response deadline and dollar value, with zero missed network or processor deadlines.
• Build and submit compelling evidence packages (representment) through processor portals, matched to each dispute’s reason code.
• Gather evidence from internal systems, including order and payment records, shipping and proof of delivery, refund and return history, customer support interactions, policy acceptance, and device activation or account pairing data.
• Make accept or fight decisions using defined thresholds and playbooks.
• Handle the full dispute lifecycle, including retrieval requests, pre-arbitration, arbitration, and pre-dispute alerts.
• Document every case with clear notes and maintain an audit trail.
• Maintain and improve evidence templates and playbooks by reason code.
• Distinguish friendly fraud from true fraud and share patterns with the Fraud team to inform rule tuning.
• Analyze dispute data to identify trends, root causes, and process gaps, and recommend fixes.
• Partner with Payments, Customer Experience, Fulfillment, and Fraud teams to source evidence and resolve escalations.
• Handle cardholder and customer data in line with PCI DSS, privacy requirements, and company policy.

Required Qualifications:

• 2+ years of hands-on chargeback or dispute management experience in e-commerce or payments
• Working knowledge of Visa, Mastercard, Amex, and Discover dispute rules, reason codes, and response timelines
• Experience with processor dispute portals
• Comfort with high-volume, deadline-driven work and strong attention to detail
• Proficiency in SQL and Excel or Google Sheets for pulling and analyzing data
• Clear written communication, especially in writing concise, persuasive dispute responses
• Ability to work independently, manage time, and escalate appropriately

Preferred Qualifications:

• Experience with consumer electronics or connected device disputes
• Familiarity with pre-dispute tools (Ethoca, Verifi, RDR, Order Insight)
• Familiarity with card network monitoring programs (e.g., VAMP, Mastercard ECM)
• Experience using AI tools or automation to speed up evidence gathering and case handling

Success Measures:

• Dispute win rate and dollars recovered
• Deadline adherence (target 100%)
• Time from case open to submission
• Chargeback ratio held below network thresholds

Additional Information: This is a contractor position requiring flexibility and the ability to work independently while delivering high-quality results within deadlines. If you are passionate about e-commerce operations, have a keen eye for detail, and thrive in a dynamic, collaborative environment, we encourage you to apply.

This posting is for a contract assignment with Tundra Technical Solutions to provide services to Meta.

The pay range that Tundra in good faith reasonably expects to pay for this position is $30/hour - $35/hour.

Tundra’s benefits offering includes optional medical, dental, vision, retirement benefits, up to 15 Days PTO per annum and a New Child Benefit.

We would like to thank you for your interest in this opportunity. However, only candidates under consideration will be contacted.

Tundra Technical Solutions is a global workforce and technology delivery firm, ranked by Staffing Industry Analysts as one of the largest in North America. At Tundra, we aren't just hiring top talent at the world's most recognizable brands; we are pioneers of social recruitment.

This post is for a contract assignment. Assignment duties and duration are subject to business needs and requirements. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other legally protected characteristics.

California Notice: Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.

New York Notice: Notice Regarding Automated Employment Decision Tools in New York City[LD1]

Meta and Tundra Technical Solutions, its recruiting services provider, use software with artificial intelligence and automated processing features to assist with recruiting for this role, including sourcing and reviewing applications. A recruiter or hiring manager decides which candidates advance.

The Meta CWX Program is enabled by a cutting-edge software platform called TalentNet that leads the contingent labor world for technology innovation. The software platform leverages Machine Learning and Artificial Intelligence to make sure the right people end up in the right job.

At Meta, we are constantly iterating, solving problems, and working together to connect people all over the world. That’s why it’s important that our workforce reflects the diversity of the people we serve. Hiring people with different backgrounds and points of view helps us make better decisions, build better products, and create better experiences for everyone.

We give people the power to build community and bring the world closer together. Our products empower more than 3 billion people around the world to share ideas, offer support, and make a difference.