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
Manage a team of Operations Associates; set clear expectations, coach: performance, and build a high-judgement culture rooted in strong decisioning and customer empathy.
Own individual performance metrics of Operations Associates and ensure the: team consistently meets throughput, SLA, and quality targets.
Perform specific unit-level execution, including: defining, clarifying, and evolving core processes, leading team meetings, and performing root cause analyses for defects.
Support team operations including hiring, onboarding, scheduling, and: intra-day coverage planning to meet SLAs; provide interview feedback and help maintain a high hiring bar.
Maintain hands-on casework at a level that enables effective coaching and: escalation coverage, without compromising core people-lead responsibilities and team performance management.
Own and evolve SOPs and decision frameworks for your workflow(s); drive: process adherence and consistency through clear guidance, change management, and reinforcement mechanisms.
What they're looking for
- Experience leading fraud, risk, trust & safety, or investigations operations in a high-scale environment.
- Proven ability to manage a team of frontline operations associates and own: their individual performance/productivity.
- Experience with payments, risk, compliance, or financial industry operations.
- Proven ability to define and operationalize team-level metrics (e.g.,: accuracy/quality, SLAs, throughput) and use data to drive team priorities.
- Strong operational background in new process launches, service delivery, and: building operating models at the unit/team level.
- Excellent written and verbal communication skills, including presenting: operational updates and representing the team in 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 3+ years of direct people management experience; this includes: handling performance management and proactively coach/mentor individuals.
