Fraud Operations Team Lead

Job Overview

Stripe is hiring a Team Lead to develop a team of Operations Associates (OAs) within Fraud Operations in Bangalore. 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.

Responsibilities

• Manage a team of Operations Associates; set clear expectations, coach performance, and build a high-judgement culture rooted in strong decisioning and customer empathy.
• Own individual performance metrics of Operations Associates and ensure the team consistently meets throughput, SLA, and quality targets.
• Perform specific unit-level execution, including: defining, clarifying, and evolving core processes, leading team meetings, and performing root cause analyses for defects.
• 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.
• Maintain hands-on casework at a level that enables effective coaching and escalation coverage, without compromising core people-lead responsibilities and team performance management.
• Own and evolve SOPs and decision frameworks for your workflow(s); drive process adherence and consistency through clear guidance, change management, and reinforcement mechanisms.
• Represent your workflow(s) in cross-team forums, surface operational pain points, propose improvements, support rollouts, and drive adoption within your team.
• Serve as the primary escalation point for complex or time-sensitive cases within your unit, in partnership with global fraud stakeholders.
• Drive process adherence and consistency across your team through robust quality programs and calibration.
• Participate in leader development and represent Bangalore workflows in global enablement sessions/onsites as needed.

Requirements

• Experience leading fraud, risk, trust & safety, or investigations operations in a high-scale environment.
• Proven ability to manage a team of frontline operations associates and own their individual performance/productivity.
• Experience with payments, risk, compliance, or financial industry operations.
• Proven ability to define and operationalize team-level metrics (e.g., accuracy/quality, SLAs, throughput) and use data to drive team priorities.
• Strong operational background in new process launches, service delivery, and building operating models at the unit/team level.
• Excellent written and verbal communication skills, including presenting operational updates and representing the team in 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.
• At least 3+ years of direct people management experience; this includes handling performance management and proactively coach/mentor individuals.

Preferred Qualifications

• Strong fraud domain depth across investigation workflows, risk vectors, and decision frameworks.
• Experience in optimizing unit-level fraud review operations through process redesign and tooling improvements.
• Experience with payments risk (CNP/card testing, ATO, merchant fraud, transaction fraud) and familiarity with how upstream detection and downstream enforcement interact.
• Strong analytics proficiency (comfort with data to track team performance) and comfort partnering with data science/engineering.