Fraud Operations Manager

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