Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. 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. 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.

About the team

As Stripe’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Risk Ops strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. We strive to deliver frictionless experiences for all of our users, whether they are an Independent Business, Startup, SMB, or Enterprise and our mission is to provide all Stripe Users with the best support experience possible.

What you’ll do

In this role, you will act in a player-coach capacity and are accountable for supporting 10 Risk Operations associates. This team will investigate accounts to identify risks to Stripe business related to fraud and user policy requirements. You will set clear goals and provide guidance and mentorship to ensure individual and team success.

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.

Responsibilities

Guide your team in performing reviews to protect and advance Stripe’s business, brand and mission, by deploying industry-leading supportability solutions that instill user and partner trust in Stripe
Support and coach your team in conducting thorough investigations of merchant accounts to facilitate progressive and sustainable business growth
Ongoing management of the operational performance of your team to deliver KPIs and report to key stakeholders
Contribute to core work to strengthen the process knowledge. Work closely with the team by performing quality, shadow sessions and provide regular feedback and share insights with the manager.
Help scale our operations and improve user experience by identifying process improvements
Manage capacity and scheduling, dividing and assigning work between team members
Ensure your team has all the skills and resources needed to be successful in their role
Set clear goals and expectations for individual and team performance
Foster a culture of continuous improvement to refine team processes and procedures
Support recruitment and hiring initiatives
Coach and mentor individuals to meet career goals via structured development conversations
Provide continuous performance feedback and facilitate periodic formal performance reviews
Drive and own initiatives that make the team a warm and welcoming place to work
Keep the team engaged and motivated towards their work

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

Have 3+ years of people management experience
Experience coaching/leading operations teams and managing performance
Experience mentoring others and are able to constructively provide feedback to others
Experience in delivering weekly and monthly business metrics and reporting
Proven ability to be a subject matter expert in Risk Operations
Ability to work cross functionally to deliver best results and promote partnership
Excellent written and verbal communication skills in both English
Exemplary planning and time management skills

Preferred qualifications

Knowledge of risk reviews, knowledge in policy/compliance operations, and fraud detection tools
Experience managing risk events in the system, and identify the at-risk scenario.

Team Lead, Risk Operations