Manager, Chargeback Administration

Role Summary

The Manager, Chargeback Administration oversees the entire chargeback process, ensuring accurate and timely processing of claims, managing team performance, and maintaining compliance with industry regulations and company policies. Provide monthly/quarterly trends, variance and maintenance of Key Performance Indicators to leadership teams.

Responsibilities

• Leadership & Team Development
  • Direct, coach, and mentor a team of chargeback analysts, fostering a culture of accountability, collaboration, and continuous improvement.
  • Recruit, train, and retain top talent; develop a fully cross-functional team skilled in chargeback processing, reporting, analytics, and AR reconciliation.
  • Provide ongoing professional development and deliver structured training programs for new hires and existing staff.
• Operational Excellence
  • Oversee the complete chargeback lifecycle, including claim validation, processing, reconciliation, and dispute resolution.
  • Serve as the primary escalation point for complex chargeback issues, collaborating with internal stakeholders and external partners to ensure timely resolution.
  • Establish and maintain detailed SOPs, work instructions, and compliance standards aligned with SOX, audit requirements, and government contract legislation.
• Compliance & Risk Management
  • Ensure adherence to all federal and state regulations, contractual obligations, and internal policies.
  • Respond to internal and external audit inquiries, including SOX compliance requests, with accuracy and timeliness.
• Strategic Analysis & Reporting
  • Develop and maintain dashboards, KPIs, and performance metrics to monitor chargeback trends and identify opportunities for improvement.
  • Analyze contract changes impacting chargeback policies and ensure accurate implementation across systems and processes.
• Process Improvement & Innovation
  • Identify gaps and implement process enhancements to improve efficiency, accuracy, and scalability.
  • Leverage technology and automation to streamline workflows and reduce error rates.

Qualifications

• Required: High School Diploma; Preferred: Bachelor’s degree with emphasis in Business, Finance, Accounting or related fields
• Proven experience in the pharmaceutical industry, preferably in a finance management or leadership role

Skills

• Ability to lead, motivate, and coach a team of chargeback analysts
• Excellent written and verbal communication skills, with the ability to communicate effectively with internal and external stakeholders
• Strong analytical and data interpretation skills to analyze and resolve complex problems
• Ability to analyze processes and systems to improve efficiency and effectiveness through technology and automation
• Strong organizational skills; ability to meet deadlines and manage priorities
• Intermediate level Excel, Word, PowerPoint required
• Model/N Flex experience preferred

Education

• High School Diploma required; Bachelor’s degree in Business, Finance, Accounting or related fields preferred