ManagerChargebackRecovery

Summary The Manager, Chargeback Recovery owns the end-to-end execution of Topstep's chargeback representment and recovery operations — managing the chargeback queue, leading the operations team, overseeing the BPO relationship, and driving the win rates, SLA adherence, and operational efficiency that define program performance. This is a people leadership role at the center of day-to-day chargeback operations. Key Responsibilities Lead and manage the operations team — own performance standards, coaching, development, and accountability for case quality and throughput. Oversee chargeback queue operations — own routing logic, triage protocols, workload balancing, and deadline adherence. Manage the BPO relationship for chargeback case handling — hold vendors accountable to SLAs and quality standards, track output, and drive continuous improvement. Deliver consistent performance reporting to leadership — win/loss rates by reason code and processor, pre-dispute deflection analysis, volume trends, and capacity gaps. Stay current on card network chargeback rules, and industry best practices; translate changes into operational adjustments. Serve as the primary escalation point for complex chargeback, pre-arbitration, arbitration cases, and cross-functional chargeback issues. Partner with the Program Standards team to ensure SOPs, training, and QA standards reflect live operational reality. Monitor case volumes and proactively surface staffing needs and capacity risks to leadership. Identify opportunities to streamline and automate chargeback recovery workflows; partner with Product and Engineering to build scalable representment and queue management infrastructure. Required Qualifications and Key Competencies 4 + years in payments, fraud, dispute, or chargeback operations, with at least 2 years in a people management or team lead role with a demonstrated track record of high performance. Deep knowledge of card network dispute rules across major card networks, including the