Fraud Operations Manager

We are hiring a Fraud Operations Manager to lead our Fraud Operations Centre in Bangalore. As a people leader, you will manage team leads and senior associates, setting clear expectations, coaching performance, and building a high-judgement culture rooted in strong decisioning and customer empathy.

Responsibilities:

• Lead the Bangalore Fraud Operations Centre, managing team leads and senior associates
• Own core fraud investigations and complex investigations, including escalations and time-sensitive incident response in partnership with global Fraud/Risk stakeholders
• Establish and run the operating system for the org: goal setting, team cadences, SOPs, change management, queue health, SLAs, QA programs, calibration, and readiness for new products/markets
• Define, develop, and represent key operational and risk metrics for the Bangalore centre (through dashboards and recurring readouts), translating data into actions and priorities
• Drive process development and continuous improvement: 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: identify transition candidates, design/standardize processes for hand off, and support 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: regularly dive into cases, review decisions, support frontline judgment, and ensure 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 Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment

You are an operations leader who can scale fraud investigation and review programs while staying close to the details. You are fluent in running high-performing teams through clear metrics and operating cadence, and you can partner cross-functionally to evolve tooling and processes. 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.

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 & safety, or investigations operations in a high-scale environment, including managing managers/team leads
• Ability to partner effectively with internal globally distributed stakeholders and comfortable leading internal teams and vendors
• Proven ability to define and operationalize metrics (e.g., accuracy/quality, SLAs, throughput, loss outcomes, appeals/rework, user friction) and use data to drive priorities
• Comfort working across detection systems and manual/automated actioning systems; ability to translate operational needs into product/engineering requirements
• Strong operational background including new process launches, service delivery and strong at 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
• 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 financial industry operations

Preferred qualifications:

• Demonstrated ability to run an operations centre: capacity planning, scheduling, queue management, performance management, and quality programs
• Strong fraud domain depth across investigation workflows, risk vectors, and decision frameworks; able to independently review cases and guide frontline judgment
• Experience scaling or transforming fraud review operations through process redesign, tooling improvements, and/or vendor partnerships
• 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 (building/owning dashboards; querying data directly) and comfort partnering deeply with data science/engineering
• Experience operating in a global, follow-the-sun model and partnering across time zones