Quality & Enablement Manager

Summary The Quality & Enablement Manager is the architect of the operational standards that power Topstep's chargeback and abuse program. This role designs from scratch — the SOP and playbook library, the QA framework, the training curriculum — and continuously iterates on all three as the program evolves. The primary work is creation, judgment, and standard-setting for how the team executes; the person in this seat determines what good execution looks like, builds the systems to measure it, and owns keeping those standards current and effective. This role sits within the Chargeback Standards Team and serves as the program's internal authority on operational procedure and quality standards, building and owning the SOP, training, and QA infrastructure the program runs on. Key Responsibilities Develop, document, and continuously update operational playbooks, workflows, SOPs, escalation procedures, decision trees, and business requirements across all chargeback and abuse processes. Own the SOP and procedure library — chargeback response workflows, processor-specific handling procedures, and the abuse classification criteria used day-to-day; exercise independent judgment in developing standards where no precedent exists. Partner with Legal, Compliance, and Trader Experience on customer-facing policy language (refund terms, enforcement notice language) to ensure operational procedures align with approved policy. Draft and version chargeback response templates across all active reason codes and processors. Build and maintain the training curriculum for chargeback and abuse operations — covering reason code logic, evidence standards, processor-specific rules, abuse classification, and enforcement protocols. Develop onboarding materials for new agents and create assessments to validate readiness before live case assignment. Design and own the QA framework from the ground up — define scoring criteria, case review methodology, sampling approach, and calibration cadence across both BPO and internal agents; continuously evaluate and iterate as program needs evolve. Own the QA audit cycle and maintain accountability for the quality trajectory of the program — not just individual findings, but the overall performance trend over time. Develop and coach BPO agents through structured training delivery, QA feedback loops, and calibration sessions; own their operational readiness and hold accountability for quality outcomes, independent of reporting line. Monitor performance quality across the agent population — log issues systematically, identify trends, escalate systemic gaps, and drive improvements in partnership with Operations Managers. Lead cross-functional alignment on procedure changes, training rollouts, and QA findings; primary counterparts include Legal, Compliance, Product, Engineering, and Trader Experience. Lead operational improvement projects to enhance workflows and efficiency; ensure tooling changes are reflected in documentation and training before rollout. Own SOP versioning and change management; ensure documentation remains current as card network rules and internal procedures evolve. Build the function's infrastructure with scale in mind — document systems, build repeatable processes, and develop standards that can support team growth over time. Develop working familiarity with adjacent Chargeback Standards Team functions to support cross-coverage and program continuity as the company scales. SQL or Looker proficiency is a plus. Required Qualifications and Key Competencies 3–5 years in a standards authorship, QA design, or operations role — ideally in fintech, payments, or a regulated operations environment. Demonstrated experience designing QA frameworks and training programs from scratch — not executing against frameworks someone else built. Deep familiarity with card network chargeback rules across Visa, Mastercard, American Express, and Discover. Proven ability to author clear, actionable documentation that operational teams can execute from without ambiguity. Strong analytical approach to quality — tracks trends and systemic issues, translates findings into procedure recommendations Demonstrated ability to develop others through feedback, coaching, and structured training — regardless of formal reporting relationships. Ability to scope and execute improvement projects independently with accountability for outcomes. Strong written and verbal communication; able to engage with senior leadership on standards strategy and with operations teams on day-to-day application. Experience writing chargeback response evidence packages or representation documentation is a meaningful different