Policy and Quality Manager, Chargeback Standards
The Policy and Quality Manager, Chargeback Standards at Topstep is responsible for developing and maintaining the operational standards that govern the company's chargeback and abuse program. This role involves creating and updating policy documentation, quality assurance frameworks, and training curricula to ensure the program's effectiveness and compliance. The manager serves as the internal authority on chargeback policy interpretation and quality standards, ensuring that all processes are current and enforceable.
Key responsibilities include authoring and updating operational playbooks, workflows, standard operating procedures (SOPs), and escalation procedures across all chargeback and abuse processes. The manager is also tasked with developing and maintaining the chargeback policy library, including response standards, processor-specific handling procedures, and the abuse classification framework. Additionally, the role involves drafting chargeback response templates for various reason codes and processors, as well as creating customer-facing policy language in coordination with Legal, Compliance, and Trader Experience teams.
The Policy and Quality Manager is expected to build and maintain the training curriculum for chargeback and abuse operations, covering topics such as reason code logic, evidence standards, processor-specific rules, abuse classification, and enforcement protocols. This includes developing onboarding materials for new agents and assessments to validate their readiness. The manager is also responsible for designing and owning the quality assurance (QA) framework, defining scoring criteria, case review methodology, sampling approach, and calibration cadence across both internal and outsourced agents. Monitoring performance quality, identifying trends, and driving improvements in partnership with Operations Managers are also key aspects of the role.
Required qualifications include 3–5 years of experience in a policy authorship, QA design, or operations standards role, ideally within fintech, payments, or a regulated operations environment. Candidates should have demonstrated experience designing QA frameworks and training programs from scratch. A deep familiarity with card network chargeback rules across Visa, Mastercard, American Express, and Discover is essential. The ability to author clear, actionable documentation and a strong analytical approach to quality are also important. Experience in developing others through feedback, coaching, and structured training, as well as the ability to scope and execute improvement projects independently, are also required.
Compensation details are not specified in the available information.
Topstep offers a collaborative working environment with flexible options ranging from fully remote to hybrid. The company fosters a culture of collaboration, utilizing tools like Slack for communication and encouraging active participation in meetings. Employees are entitled to 10 company-paid holidays and generous family leave, with paid time off accrued monthly. Additional benefits include competitive 401(k) matching, health, dental, and vision insurance for full-time employees, a food and groceries budget, and contributions towards health and wellness.