Risk 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

The Risk Operations team protects Stripe and its users from financial, regulatory, and ecosystem risks globally.  The team conducts investigations, user and account level reviews, and provides timely support to users that need risk support while maintaining global coverage across all regions.

What you’ll do

In this role, you will lead a team of Risk 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 Risk 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, possess a deep understanding of fraud prevention and controls, be able to move quickly, and be passionate about delivering an incredible user experience.

Responsibilities

• Recruit, manage, coach, and develop a new 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 7+ years of direct people management experience; this includes handling performance management and proactively coach/mentor individuals
• Experience with payments, risk, compliance, or the financial industry operations
• Excellent written and verbal communication skills in both English 
• An ability to partner effectively with internal globally distributed stakeholders
• Strong operational background including new process launches and service delivery
• 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
• Passion for process improvement and innovation 

Preferred qualifications

• Knowledge of fraud schemes, fraud prevention methods, and fraud detection tools
• Knowledge of user policy, such as TOS (Terms of Service) and ESC (Extra Supportability Checks)
• Experience in payments, e-commerce, or fintech mitigating digital/card-not-present fraud
• Experience in building and scaling new teams from zero
• Experience operating in a high growth technology company
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