The opportunity
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.
What you'll do
Lead the Bangalore Fraud Operations Center by managing team leads and senior: associates, setting clear expectations, coaching performance, and building 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 and Risk stakeholders
Establish and run the operating system for the org, including goal setting,: team cadences, SOPs, change management, queue health, SLAs, QA programs, calibration, and readiness for new products and 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 through 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
What they're looking for
- 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 and safety, or investigations: operations in a high-scale environment, including managing managers and team leads
- An ability to partner effectively with internal globally distributed: stakeholders and lead internal teams and vendors
- Proven ability to define and operationalize metrics (e.g., accuracy and: quality, SLAs, throughput, loss outcomes, appeals and rework, user friction) and use data to drive priorities
- Comfort working across detection systems and manual and automated actioning: systems, with the ability to translate operational needs into product and engineering requirements
- Strong operational background, including new process launches, service delivery, and 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
