Manager, Chargeback Policy & Quality

Key Responsibilities

• Develop, document, and continuously update operational playbooks, workflows, SOPs, escalation procedures, decision trees, and business requirements across all chargeback and abuse processes.
• Author and own the chargeback policy library — chargeback response standards, processor-specific handling procedures, and the abuse classification framework across all defined categories; exercise independent judgment in developing standards where no precedent exists.
• Serve as the final decision-maker on policy interpretation questions; own the accuracy, currency, and enforceability of all standards the program operates against.
• Draft and version chargeback response templates across all active reason codes and processors.
• Build and maintain customer-facing policy language — refund terms, chargeback process explanations, and enforcement notice language — in coordination with Legal, Compliance, and Trader Experience.
• Build and maintain the training curriculum for chargeback and abuse operations — covering reason code logic, evidence standards, processor-specific rules, abuse classification, and enforcement protocols.
• Develop onboarding materials for new agents and create assessments to validate readiness before live case assignment.
• Design and own the QA framework from the ground up — define scoring criteria, case review methodology, sampling approach, and calibration cadence across both BPO and internal agents; continuously evaluate and iterate as program needs evolve.
• Own the QA audit cycle and maintain accountability for the quality trajectory of the program — not just individual findings, but the overall performance trend over time.
• Develop and coach BPO agents through structured training delivery, QA feedback loops, and calibration sessions; own their operational readiness and hold accountability for quality outcomes, independent of reporting line.
• Maintain performance quality across the agent population — log issues systematically, identify trends, escalate systemic gaps, and drive improvements in partnership with Operations Managers.
• Lead cross-functional alignment on policy changes, training rollouts, and QA findings — driving decisions and accountability; primary counterparts include Legal, Compliance, Product, Engineering, and Trader Experience.
• Lead operational improvement projects to enhance workflows and efficiency; ensure tooling changes are reflected in documentation and training before rollout.
• Own policy versioning and change management; ensure all documentation remains current as card network rules and internal procedures evolve.
• Build the function's infrastructure with scale in mind — document systems, build repeatable processes, and develop standards that can support team growth over time.
• Develop working familiarity with adjacent Chargeback Standards Team functions to support cross-coverage and program continuity as the company scales.

Required Qualifications and Key Competencies

• 3–5 years in a policy authorship, QA design, or operations standards role — ideally in fintech, payments, or a regulated operations environment.
• Demonstrated experience designing QA frameworks and training programs from scratch — not executing against frameworks someone else built.
• Deep familiarity with card network chargeback rules across Visa, Mastercard, American Express, and Discover.
• Proven ability to author clear, actionable documentation that operational teams can execute from without ambiguity.
• Strong analytical approach to quality — tracks trends and systemic issues, not just individual errors, and translates findings into policy and process recommendations.
• Demonstrated ability to develop others through feedback, coaching, and structured training — regardless of formal reporting relationships.
• Ability to scope and execute improvement projects independently with accountability for outcomes.
• Strong written and verbal communication; able to engage with senior leadership on standards strategy and with operations teams on day-to-day application.
• Experience writing chargeback response evidence packages or representation documentation is a meaningful differentiator.

Company Culture & Perks

• Engaging working environment ranging from fully remote to hybrid.
• Seven Company-paid Holidays and generous Family Leave.
• Competitive 401(k) matching, health, dental, and vision insurance.
• Vacations are encouraged with a bonus for taking 5 consecutive days.
• Employee referrals are bonused.
• Food and groceries budget and contributions towards health and wellness.

New Hire Base Salary Range

• $90,000 - $110,000.
• Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents.

Equal Opportunity Employer

Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws.

Interested in the role? Apply today with your resume!