Policy and Quality Manager, Chargeback Standards
Remote regions
USBenefits
3w PTO
Similar Jobs
See allDirector of Customer Support
Sana Benefits
US
Zendesk
AI
LLM
Director of Clinical Quality (Remote)
Cartwheel
US
HIPAA
Telehealth
Compliance
Quality Assurance Specialist II
Affirm
Canada
QA
Data Analysis
Vendor Management
Premium Audit Senior Manager
ERGO NEXT
US
Communication
Problem-solving
Leadership
Regulatory Operations Program Manager
Breezy
US
Program Management
Business Operations
SQL
Policy & Standards:
- Develop and update all operational playbooks, SOPs, decision trees, and business requirements.
- Author chargeback policy library and serve as final decision-maker on policy interpretation.
- Maintain customer-facing policy language in coordination with Legal and Compliance.
Training & QA:
- Build training curriculum from scratch for chargeback and abuse operations.
- Design QA framework including scoring criteria, sampling, and calibration processes.
- Own QA audit cycle and drive quality improvement through coaching and feedback.
Cross-functional & Scale:
- Lead improvement projects to enhance workflows and tooling documentation.
- Drive cross-functional alignment on policy changes with Legal, Product, and Engineering.
- Build infrastructure to support team growth over time.
Topstep
Topstep provides a platform for aspiring traders to access funded accounts through a simulated trading evaluation. The company fosters a collaborative culture with a fully remote to hybrid working environment and emphasizes team communication via video meetings and Slack.