Fraud Operations Manager

Role overview

Fraud Operations Manager at Stripe

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.</p>

Responsibilities

• You'll lead leaders and senior operators responsible for core fraud investigations and complex, high-impact investigations.

Employment details

• Location: Bengaluru

Application details

• If you meet these requirements, you are encouraged to apply.

About the employer

• <h3>About Stripe</h3>
• 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.
• Fraud Operations proactively reduces fraud, making it difficult and unprofitable for fraudsters to carry out attacks through Stripe.
• <p>Stripe is hiring a people leader to run our Fraud Operations Center in Bangalore.
• <li>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</li>

Additional role details

• <h2>Who we are</h2>
• <p>Stripe is a financial infrastructure platform for businesses.
• 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.</p>
• <h3>About the team</h3>
• <p>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.
• 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.</p>
• <h2>What you'll do</h2>
• 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.
• <h3>Responsibilities</h3>
• <ul>
• <li>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</li>
• <li>Own core fraud investigations and complex investigations, including escalations and time-sensitive incident response in partnership with global Fraud and Risk stakeholders</li>
• <li>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</li>
• <li>Define, develop, and represent key operational and risk metrics for the Bangalore center (through dashboards and recurring readouts), translating data into actions and priorities</li>
• <li>Drive process development and continuous improvement through root cause analysis, defect reduction, policy adherence, and consistency across reviewers and teams</li>
• <li>Partner with other Risk teams to evolve fraud tooling and workflows (manual and automated actioning), including safe rollout and measurement of changes</li>
• <li>Support outsourcing relevant workflows by identifying transition candidates, designing and standardizing processes for handoff, and supporting training as needed</li>
• <li>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</li>
• <li>Maintain close 'floor' engagement by regularly diving into cases, reviewing decisions, supporting frontline judgment, and ensuring feedback loops translate into measurable improvements</li>
• <li>Partner with recruiting to define role profiles and interview loops, drive bar-raising hiring decisions, and build a diverse team</li>
• <li>Own career development and succession planning, team health and engagement</li>
• </ul>
• <h2>Who you are</h2>
• <p>We're looking for someone who meets the minimum requirements to be considered for the role.
• The preferred qualifications are a bonus, not a requirement.</p>
• <h3>Minimum requirements</h3>
• <li>Experience leading cross-functional initiatives and driving change through ambiguity, including new workflows for new products, markets, or emerging fraud patterns</li>
• <li>Experience leading fraud, risk, trust and safety, or investigations operations in a high-scale environment, including managing managers and team leads</li>
• <li>An ability to partner effectively with internal globally distributed stakeholders and lead internal teams and vendors</li>
• <li>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</li>
• <li>Comfort working across detection systems and manual and automated actioning systems, with the ability to translate operational needs into product and engineering requirements</li>
• <li>Strong operational background, including new process launches, service delivery, and building operating models</li>
• <li>Excellent written and verbal communication skills, including presenting in operational reviews and representing the team in high-pressure escalations in English</li>
• <li>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</li>
• <li>7+ years of direct people management experience, including performance management, coaching, and mentoring</li>
• <li>Experience with payments, risk, compliance, or financial industry operations</li>
• <h3>Preferred qualifications</h3>
• <li>Demonstrated ability to run an operations center, including capacity planning, scheduling, queue management, performance management, and quality programs</li>
• <li>Strong fraud domain depth across investigation workflows, risk vectors, and decision frameworks, with the ability to independently review cases and guide frontline judgment</li>
• <li>Experience scaling or transforming fraud review operations through process redesign, tooling improvements, and vendor partnerships</li>
• <li>Experience with payments risk (CNP and card testing, ATO, merchant fraud, transaction fraud) and familiarity with how upstream detection and downstream enforcement interact</li>
• <li>Strong analytics proficiency (building and owning dashboards, querying data directly) and comfort partnering deeply with data science and engineering</li>
• <li>Experience operating in a global, follow-the-sun model and partnering across time zones</li>