Manager, User Policy Operations

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

The Risk team plays a critical role in ensuring a healthy financial eco-system for businesses around the world, and user policy refers to the rules and requirements regarding which businesses we’ll support on Stripe. As the User Policy Operations team, we hold the keys to a rare binary decision regarding which businesses can access our economic infrastructure, and play a large role in determining the rate at which Stripe can increase the GDP of the internet. At the Stripe Delivery Center, the team will provide operational leverage for scaled policy assessments of nuanced and complex business models.

What you’ll do

In this role, you will lead a team of User Policy Operations Associates focused on reviewing and categorizing the business models of Stripe’s users to ensure they meet the requirements of our Terms of Service. This requires us to conduct nuanced, contextual analysis and often means we need to work directly with our users and their account teams to better understand their business and partner on supportability solutions. Our goal is to protect and advance Stripe’s business, brand and mission, by deploying industry-leading supportability solutions that instil user and partner trust in Stripe, whilst enabling progressive and sustainable business growth.

The User Policy Operations Manager will be an adaptable leader and cultivate the engagement of their team members while guiding them to be the best they can be, through feedback, coaching, mentoring, and advocacy within the organization. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals. To be a fit, you will have a strong operations mindset, be able to move quickly, and be passionate about delivering an incredible user experience.

Responsibilities

• Recruit, manage, coach, and develop a team of in-office Risk Operations Associates 
• Guide your team to handle risk-related user escalations by reviewing individual Stripe accounts and transactions to identify a host of risky behaviors, including fraudulent activity, large credit exposure, and regulatory non-compliance.
• Drive strong operational delivery and process improvement helping to maintain risk detection strategies and business rules that balance risk and customer experience
• Build a great culture and ensure team members are happy, effective, and growing in their career
• Set clear goals and direction, and provide regular feedback on team members’ performance
• Be data-driven in your analysis of performance, and in your decision making
• Transmit and foster our values, serving as a beacon of Stripe’s 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

• At least 5+ years of direct people management experience, either in a risk or operations function 
• Experience with payments, risk, compliance, Terms of Service (TOS) policy enforcement, or financial industry operations
• Ability to partner effectively with internal globally distributed stakeholders
• Operational background including new process launches / improvements and service delivery
• Problem-solving skills and comfort operating without clear guidelines
• 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
• Excellent written and verbal communication skills in both English and Spanish  

Preferred qualifications 

• Experience in payments, e-commerce, or fintech
• Experience in building and scaling new teams from zero
• Experience operating in a high growth technology company
• Knowledge of user policy, such as TOS (Terms of Service) policy enforcement and an understanding of requirements for high risk business industries