Policy and Quality Manager

Job Summary

Creating and managing operational standards, the full-time Policy and Quality Manager will design and maintain the chargeback policy library, quality assurance framework, and training curriculum, serving as the internal authority on chargeback policies while working onsite in Chicago.

Key Responsibilities

• Develop and update operational playbooks, workflows, and standard operating procedures for chargeback and abuse processes
• Author and maintain the chargeback policy library and serve as the final decision-maker on policy interpretation
• Design and implement the quality assurance framework, monitoring performance quality and driving operational improvements

Required Qualifications

• 3-5 years of experience in policy authorship, QA design, or operations standards within fintech or regulated environments
• Proven experience in designing QA frameworks and training programs from scratch
• Deep familiarity with card network chargeback rules across major providers
• Strong analytical skills to track trends and translate findings into actionable policy recommendations
• Experience writing chargeback response documentation is a meaningful differentiator