Topstep
PolicyandQualityManager,ChargebackStandards
“Policy and Quality Manager, Chargeback Standards at Topstep. Skills: Chargeback policy, Quality assurance, Operational standards. Develop operational playbooks. Update operational workflows”
What You'll Achieve.
Keep standards current; Keep standards effective; Ensure accuracy of standards; Ensure currency of standards; Ensure enforceability of standards; Hold accountability for quality outcomes; Drive improvements in partnership with Operations Managers; Ensure tooling changes reflected before rollout; Ensure all documentation remains current; Support team growth
Industry & Context.
Analytical approach to quality; Root cause analysis
What They're Looking For.
Must Have
3–5 years policy authorship, 3–5 years QA design, 3–5 years operations standards role, Demonstrated experience designing QA frameworks, Demonstrated experience designing training programs, Deep familiarity with card network chargeback rules, Proven ability to author clear documentation, Analytical approach to quality, Demonstrated ability to develop others, Ability to scope and execute improvement projects, Strong written communication, Strong verbal communication
Nice to Have
Experience in fintech, Experience in payments, Experience in regulated operations, Experience writing chargeback response evidence packages, Experience writing representation documentation, SQL proficiency, Looker proficiency
What You'll Do.
Develop operational playbooks
Update operational workflows
Update escalation procedures
Update decision trees
Update business requirements
Author chargeback policy library
Own chargeback policy library
Develop standards where no precedent exists
Serve as final decision-maker on policy interpretation
Own accuracy of standards
Own currency of standards
Own enforceability of standards
Draft chargeback response templates
Version chargeback response templates
Build customer-facing policy language
Maintain customer-facing policy language
Build training curriculum
Maintain training curriculum
Develop onboarding materials
Define scoring criteria
Define case review methodology
Define sampling approach
Define calibration cadence
Evaluate QA framework
Maintain accountability for quality trajectory
Monitor performance quality
Identify quality trends
Escalate systemic quality gaps
Drive quality improvements
Lead cross-functional alignment
Drive decisions on policy changes
Lead operational improvement projects
Ensure tooling changes reflected in documentation
Ensure tooling changes reflected in training
Own policy versioning
Own change management
Build function's infrastructure
Build repeatable processes
Develop scalable standards
Develop working familiarity with adjacent functions
Support cross-coverage
Support program continuity
How You'll Work.
Team & Collaboration
Cross-functional alignment; Coordination with Legal; Coordination with Compliance; Coordination with Product; Coordination with Engineering; Coordination with Trader Experience
Communication Scope
Senior leadership engagement; Operations team engagement
Process & Methodology
Improvement projects
Applying for this Policy and Quality Manager, Chargeback Standards role?
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