Fraud Operations Manager

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's 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 everyone's 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 the Stripe risk strategy.

What you'll do

Stripe is hiring a people leader to run our Fraud Operations Center in Bangalore. You'll lead leaders and senior operators responsible for core fraud investigations and complex, high-impact investigations. You'll be accountable for operational excellence across fraud review workflows—setting 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: you'll 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 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

Support outsourcing relevant workflows by identifying transition candidates, designing and standardizing processes for handoff, and supporting 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 by regularly diving into cases, reviewing decisions, supporting frontline judgment, and ensuring 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 the Stripe user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment

Who you are

We're 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 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 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

7+ years of direct people management experience, including performance management, coaching, and mentoring

Experience with payments, risk, compliance, or financial industry operations

Preferred qualifications

Demonstrated ability to run an operations center, including capacity planning, scheduling, queue management, performance management, and quality programs

Strong fraud domain depth across investigation workflows, risk vectors, and decision frameworks, with the ability to independently review cases and guide frontline judgment

Experience scaling or transforming fraud review operations through process redesign, tooling improvements, and vendor partnerships

Experience with payments risk (CNP and card testing, ATO, merchant fraud, transaction fraud) and familiarity with how upstream detection and downstream enforcement interact

Strong analytics proficiency (building and owning dashboards, querying data directly) and comfort partnering deeply with data science and engineering

Experience operating in a global, follow-the-sun model and partnering across time zones