Fraud Operations Manager

Job Description

Who we areAbout StripeStripe is a financial infrastructure platform for businesses. Millions of companiesfrom the worlds largest enterprises to the most ambitious startupsuse 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 teamAs 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 the Stripe risk strategy.What youll doStripe is hiring a people leader to run our Fraud Operations Center in Bangalore. Youll 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.ResponsibilitiesLead 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 empathyOwn core fraud investigations and complex investigations, including escalations and time-sensitive incident response in partnership with global Fraud and Risk stakeholdersEstablish 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 marketsDefine, develop, and represent key operational and risk metrics for the Bangalore center (through dashboards and recurring readouts), translating data into actions and prioritiesDrive process development and continuous improvement through root cause analysis, defect reduction, policy adherence, and consistency across reviewers and teamsPartner with other Risk teams to evolve fraud tooling and workflows (manual and automated actioning), including safe rollout and measurement of changesSupport outsourcing relevant workflows by identifying transition candidates, designing and standardizing processes for handoff, and supporting training as neededOwn staffing models, capacity planning, scheduling, hiring plans, onboarding, and training strategy to meet business needs while maintaining a high bar for quality and user experienceMaintain close floor engagement by regularly diving into cases, reviewing decisions, supporting frontline judgment, and ensuring feedback loops translate into measurable improvementsPartner with recruiting to define role profiles and interview loops, drive bar-raising hiring decisions, and build a diverse teamOwn career development and succession planning, team health and engagementBuild a great culture, a destination workplace, fostering our values, serving as a beacon of the Stripe user-centric philosophy and culture of transparency, empathy, inclusion, and empowermentWho you areWere looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.Minimum requirementsExperience leading cross-functional initiatives and driving change through ambiguity, including new workflows for new products, markets, or emerging fraud patternsExperience leading fraud, risk, trust and safety, or investigations operations in a high-scale environment, including managing managers and team leadsAn ability to partner effectively with internal globally distributed stakeholders and lead internal teams and vendorsProven 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 prioritiesComfort working across detection systems and manual and automated actioning systems, with the ability to translate operational needs into product and engineering requirementsStrong operational background, including new process launches, service delivery, and building operating modelsExcellent written and verbal communication skills, including presenting in operational reviews and .

Keyskills :
leadershipmetricsprocess improvementrisk managementvendor managementcapacity planningquality assurancefraud operationsinvestigations operations