Fraud Operations Team Lead

Role overview

Fraud Operations Team Lead at Stripe

You will be responsible for the day-to-day operational execution and performance of your workflow(s), including queue health, SLA attainment, and decision quality.

This role requires staying close to the work, remaining hands-on in complex casework (QA and targeted production), modeling high-quality decisioning, providing real-time coaching, and serving as the first-line escalation owner.

Responsibilities

• You will also drive unit-level operational excellence.

Required qualifications

• <li>At least 3+ years of direct people management experience; this includes handling performance management and proactively coach/mentor individuals.</li>

Employment details

• Location: Bengaluru

About the employer

• <h3><strong>About Stripe</strong></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 Team Lead to develop a team of Operations Associates (OAs) within Fraud Operations in Bangalore.

Additional role details

• <h2><strong>Who we are </strong></h2>
• <p><span style="font-weight: 400;">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.</span></p>
• <h3><strong>About the team</strong></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 Stripe’s risk strategy.</p>
• <h2><strong>What you’ll do</strong></h2>
• To be a fit, you will have a coaching mindset, proven ability to communicate at different levels, a track record of driving operational performance, and a passion for inspiring a team to deliver outstanding results.</p>
• <h3><strong>Responsibilities</strong></h3>
• <ul>
• <li>Manage a team of Operations Associates; set clear expectations, coach performance, and build a high-judgement culture rooted in strong decisioning and customer empathy.</li>
• <li>Own individual performance metrics of Operations Associates and ensure the team consistently meets throughput, SLA, and quality targets.</li>
• <li>Perform specific unit-level execution, including: defining, clarifying, and evolving core processes, leading team meetings, and performing root cause analyses for defects.</li>
• <li>Support team operations including hiring, onboarding, scheduling, and intra-day coverage planning to meet SLAs; provide interview feedback and help maintain a high hiring bar.</li>
• <li>Maintain hands-on casework at a level that enables effective coaching and escalation coverage, without compromising core people-lead responsibilities and team performance management.</li>
• <li>Own and evolve SOPs and decision frameworks for your workflow(s); drive process adherence and consistency through clear guidance, change management, and reinforcement mechanisms.</li>
• <li>Represent your workflow(s) in cross-team forums, surface operational pain points, propose improvements, support rollouts, and drive adoption within your team.</li>
• <li>Serve as the primary escalation point for complex or time-sensitive cases within your unit, in partnership with global fraud stakeholders</li>
• <li>Drive process adherence and consistency across your team through robust quality programs and calibration.</li>
• <li>Participate in leader development and represent Bangalore workflows in global enablement sessions/onsites as needed.</li>
• </ul>
• <h2><strong>Who you are</strong></h2>
• <p>You are a hands-on people leader and operational owner who thrives in a fast-paced fraud investigation environment.
• You run a strong performance cadence through clear metrics, coaching, and rigorous decision quality.
• You can take ambiguous operational problems, use data to diagnose root causes, and drive changes that stick, through influence, alignment, and follow-through, not just instruction.
• You bring sound judgment, calm execution under pressure, and a bias toward data-backed solutions and measurable improvements in both fraud outcomes and user experience.</p>
• <h3><strong>Minimum requirements</strong></h3>
• <li>Experience leading fraud, risk, trust & safety, or investigations operations in a high-scale environment.</li>
• <li>Proven ability to manage a team of frontline operations associates and own their individual performance/productivity.</li>
• <li>Experience with payments, risk, compliance, or financial industry operations.</li>
• <li>Proven ability to define and operationalize team-level metrics (e.g., accuracy/quality, SLAs, throughput) and use data to drive team priorities.</li>
• <li>Strong operational background in new process launches, service delivery, and building operating models at the unit/team level.</li>
• <li>Excellent written and verbal communication skills, including presenting operational updates and representing the team in 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>
• <h3><strong>Preferred qualifications</strong></h3>
• <li>Strong fraud domain depth across investigation workflows, risk vectors, and decision frameworks</li>
• <li>Experience in optimizing unit-level fraud review operations through process redesign and tooling improvements.</li>
• <li>Experience with payments risk (CNP/card testing, ATO, merchant fraud, transaction fraud) and familiarity with how upstream detection and downstream enforcement interact.</li>
• <li>Strong analytics proficiency (comfort with data to track team performance) and comfort partnering with data science/engineering.</li>