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), escalation procedures, decision trees, and business requirements across all chargeback and abuse processes. The manager is also tasked with developing and maintaining the chargeback policy library, which includes 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, creating customer-facing policy language in coordination with Legal, Compliance, and Trader Experience teams, and building and maintaining the training curriculum for chargeback and abuse operations.

The ideal candidate should have 3–5 years of experience in policy authorship, quality assurance design, or operations standards roles, preferably within fintech, payments, or regulated environments. Experience in designing QA frameworks and training programs from scratch is essential. A deep understanding of card network chargeback rules across Visa, Mastercard, American Express, and Discover is required. The candidate should also possess strong analytical skills, the ability to develop others through feedback and coaching, and the capability to independently scope and execute improvement projects.

While specific compensation details are not provided, Topstep offers a competitive benefits package that includes health, dental, and vision insurance, as well as a 401(k) plan. The company fosters a collaborative work environment, with options for remote or hybrid work arrangements. Employees are encouraged to take vacations, with a bonus provided for taking five consecutive days off. Additional perks include a food and groceries budget and contributions towards health and wellness.

Topstep is committed to fostering an inclusive environment where all employees and applicants are valued. The company emphasizes autonomy, creativity, and mutual support among team members. Employees are empowered to take ownership of projects, and each team member's work directly impacts the company and its users. Topstep values collaboration and offers a robust communication platform to facilitate teamwork.