Fraud Operations Team Lead

About Stripe

Role Overview

People and Performance Leadership

• Manage Operations Associates, set expectations, coach performance, and build a high-judgement culture.
• Own throughput, SLA, quality, productivity, and individual performance metrics.
• Support hiring, onboarding, scheduling, coverage planning, interview feedback, and team development.

Process and Casework

• Define and improve processes, lead team meetings, and perform root-cause analyses for defects.
• Maintain hands-on casework for coaching, quality assurance, production support, and escalations.
• Own SOPs and decision frameworks and reinforce process adherence through guidance and change management.
• Represent workflows in cross-team forums and drive operational improvements and adoption.
• Serve as escalation owner for complex or time-sensitive cases.

Minimum Requirements

• Experience leading fraud, risk, trust and safety, or investigations operations in a high-scale environment.
• Experience managing frontline operations associates and owning their performance and productivity.
• Experience with payments, risk, compliance, or financial-industry operations.
• Ability to define team metrics, use data to set priorities, and build operating models.
• Strong experience with process launches and service delivery.
• Excellent written and verbal communication skills in English.
• At least 3 years of direct people-management experience, including performance management and coaching.

Preferred Qualifications

• Strong fraud-domain depth across investigation workflows, risk vectors, and decision frameworks.
• Experience improving fraud-review operations through process redesign and tooling.
• Experience with payments-risk scenarios such as card-not-present fraud, account takeover, merchant fraud, or transaction fraud.
• Strong analytics proficiency and comfort partnering with data science and engineering.

In-Office Expectations

• Office-assigned employees are generally expected to spend at least 50% of each month in their local office or with users.
• Attendance expectations vary by role and team, and some Bengaluru delivery-center roles work 100% from the office.