Manager, Chargeback Policy & Quality

The Manager, Chargeback Policy & Quality is the author and architect of the operational standards that govern Topstep's chargeback and abuse program. This role designs from scratch — the policy library, the QA framework, the training curriculum — and continuously iterates on all three as the program evolves. The primary work is creation, judgment, and standard-setting; the person in this seat determines what good looks like, builds the systems to measure it, and owns the ongoing responsibility of keeping standards current and effective.

This role sits within the Chargeback Standards Team and serves as the program's internal authority on chargeback policy interpretation and quality standards, and is responsible for building and owning the written and quality infrastructure the program runs on.

• 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 enforce ability 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.
• Monitor performance quality across the agent population — log issues systematically, identify trends, elevate 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.
• SQL or Looker proficiency is a plus.

• 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…