Fraud Operations Manager

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the worlds largest enterprises to the most ambitious startups - use Stripe to accept payments grow their revenue and accelerate new business opportunities. Our mission is to increase the GDP of the internet and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyones reach while doing the most important work of your career.

About the team

As a leading player in the internet economy Stripe has a responsibility to protect itself our users end customers and the broader financial ecosystem from harm. Fraud Operations proactively reduces fraud making it difficult and unprofitable for fraudsters to carry out attacks through Stripe. We build scalable high-judgement investigation and review operations while minimizing user friction. We work across products customer segments and markets and serve as a core pillar of Stripes risk strategy.

What youll do

Stripe is hiring a people leader to run our Fraud Operations Center in Bangalore. You will lead leaders and senior operators responsible for core fraud investigations and complex high-impact investigations. Youll be accountable for operational excellence across fraud review workflowssetting the operating cadence defining and evolving team metrics strengthening quality and consistency of decision-making and scaling processes through tooling and vendor partnerships.

This role is both strategic and hands-on: youll stay close to day-to-day fraud workflows regularly reviewing cases and serving as an escalation point and decision-making resource for the team.

Responsibilities

• Lead the Bangalore Fraud Operations Center managing team leads and senior associates; set clear expectations coach performance and build a high-judgement culture rooted in strong decisioning and customer empathy
• Own core fraud investigations and complex investigations including escalations and time-sensitive incident response in partnership with global Fraud/Risk stakeholders
• Establish and run the operating system for the org: goal setting team cadences SOPs change management queue health SLAs QA programs calibration and readiness for new products/markets
• Define develop and represent key operational and risk metrics for the Bangalore center (through dashboards and recurring readouts) translating data into actions and priorities.
• Drive process development and continuous improvement: root cause analysis defect reduction policy adherence and consistency across reviewers and teams
• Partner with other Risk teams to evolve fraud tooling and workflows (manual and automated actioning) including safe rollout and measurement of changes
• Support outsourcing relevant workflows: identify transition candidates design/standardize processes for hand off and support training as needed
• Own staffing models capacity planning scheduling hiring plans onboarding and training strategy to meet business needs while maintaining a high bar for quality and user experience
• Maintain close floor engagement: regularly dive into cases review decisions support frontline judgment and ensure feedback loops translate into measurable improvements.
• Partner with recruiting to define role profiles and interview loops drive bar-raising hiring decisions and build a diverse team
• Own career development and succession planning team health and engagement
• Build a great culture a destination workplace fostering our values serving as a beacon of Stripes user-centric philosophy and culture of transparency empathy inclusion and empowerment

Who you are

You are an operations leader who can scale fraud investigation and review programs while staying close to the details. You are fluent in running high-performing teams through clear metrics and operating cadence and you can partner cross-functionally to evolve tooling and processes. You bring sound judgment calm execution under pressure and a bias toward data backed solutions and measurable improvements in both fraud outcomes and user experience.

Minimum requirements

• Experience leading cross-functional initiatives and driving change through ambiguity including new workflows for new products markets or emerging fraud patterns.
• Experience leading fraud risk trust & safety or investigations operations in a high-scale environment including managing managers/team leads.
• An ability to partner effectively with internal globally distributed stakeholders and comfortable leading internal teams and vendors.
• Proven ability to define and operationalize metrics (e.g. accuracy/quality SLAs throughput loss outcomes appeals/rework user friction) and use data to drive priorities.
• Comfort working across detection systems and manual/automated actioning systems; ability to translate operational needs into product/engineering requirements.
• Strong operational background including new process launches service delivery and strong at building operating models
• Excellent written and verbal communication skills including presenting in operational reviews and representing the team in high-pressure escalations in English.
• Skill and credibility doing the core work of a user facing team with a high bar for quality and a willingness to lead by example
• At least 7 years of direct people management experience; this includes handling performance management and proactively coach/mentor individuals
• Experience with payments risk compliance or financial industry operations

Preferred qualifications

• Experience leading cross-functional initiatives and driving change through ambiguity including new workflows for new products markets or emerging fraud patterns.
• Experience leading fraud risk trust & safety or investigations operations in a high-scale environment including managing managers/team leads.
• An ability to partner effectively with internal globally distributed stakeholders and comfortable leading internal teams and vendors.
• Proven ability to define and operationalize metrics (e.g. accuracy/quality SLAs throughput loss outcomes appeals/rework user friction) and use data to drive priorities.
• Comfort working across detection systems and manual/automated actioning systems; ability to translate operational needs into product/engineering requirements.
• Strong operational background including new process launches service delivery and strong at building operating models
• Excellent written and verbal communication skills including presenting in operational reviews and representing the team in high-pressure escalations in English.
• Skill and credibility doing the core work of a user facing team with a high bar for quality and a willingness to lead by example
• At least 7 years of direct people management experience; this includes handling performance management and proactively coach/mentor individuals
• Experience with payments risk compliance or financial industry operations

Required Experience:

Manager