Fraud Operations Manager

Stripe; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Stripe is hiring a senior leader to head the Fraud Operations Center in Bengaluru. You will manage leaders and investigators, own complex fraud cases, and drive operating metrics, quality, and escalation processes. The role is strategic yet hands-on, staying close to day-to-day workflows.

You will partner with global risk teams to evolve tooling, scale processes, and build a high-judgment, customer‑centric culture across regions and products.

Qualifications

• Experience leading cross-functional initiatives and managing ambiguity.
• Experience leading fraud, risk, or investigations operations at scale.
• Ability to partner with global stakeholders and vendors.
• Proven ability to define and operationalize metrics and dashboards.
• Comfort with detection systems and manual/automated actioning.
• Strong background in operations, process launches, and service delivery.

Responsibilities

• Lead Bangalore Fraud Operations Center by managing team leads and associates.
• Own core fraud investigations including escalations and time-sensitive cases.
• Define operating system: goals, cadences, SOPs, queues, SLAs, QA.
• Develop and present key operational and risk metrics.
• Drive process improvements through root cause analysis and defects reduction.
• Partner with Risk teams to evolve tooling and workflows.
• Support outsourcing workflows with transition designs and training.
• Oversee staffing, capacity planning, hiring, onboarding, and training.
• Maintain frontline engagement and translate decisions into improvements.
• Collaborate with recruiting on role profiles and hiring.
• Own career development and team health.
• Build a culture aligned with Stripe's values.

Skills

People management

Fraud investigations

Cross-functional leadership

Operational metrics

Stakeholder management

English communication

Job description

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.

Who we are

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 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. Fraud Operations proactively reduces fraud, making it difficult and unprofitable for fraudsters to carry out attacks through Stripe. 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.

What you'll do

Stripe is hiring a people leader to run our Fraud Operations Center in Bangalore. You'll lead leaders and senior operators responsible for core fraud investigations and complex, high-impact investigations. 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. 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.

Responsibilities

• 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
• Own core fraud investigations and complex investigations, including escalations and time‑sensitive incident response in partnership with global Fraud and Risk stakeholders
• 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
• Define, develop, and represent key operational and risk metrics for the Bangalore center (through dashboards and recurring readouts), translating data into actions and priorities
• Drive process development and continuous improvement through 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 by identifying transition candidates, designing and standardizing processes for handoff, and supporting 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 by regularly diving into cases, reviewing decisions, supporting frontline judgment, and ensuring 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 the Stripe user‑centric philosophy and culture of transparency, empathy, inclusion, and empowerment

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

• 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 and safety, or investigations operations in a high‑scale environment, including managing managers and team leads
• An ability to partner effectively with internal globally distributed stakeholders and lead internal teams and vendors
• 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
• Comfort working across detection systems and manual and automated actioning systems, with the ability to translate operational needs into product and engineering requirements
• Strong operational background, including new process launches, service delivery, and 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
• 7+ years of direct people management experience, including performance management, coaching, and mentoring
• Experience with payments, risk, compliance, or financial industry operations

Preferred Qualifications

• Demonstrated ability to run an operations center, including capacity planning, scheduling, queue management, performance management, and quality programs
• Strong fraud domain depth across investigation workflows, risk vectors, and decision frameworks, with the ability to independently review cases and guide frontline judgement
• Experience scaling or transforming fraud review operations through process redesign, tooling improvements, and vendor partnerships
• Experience with payments risk (CNP and card testing, ATO, merchant fraud, transaction fraud) and familiarity with how upstream detection and downstream enforcement interact
• Strong analytics proficiency (building and owning dashboards, querying data directly) and comfort partnering deeply with data science and engineering
• Experience operating in a global, follow‑the‑sun model and partnering across time zones

In‑office expectations

Office‑assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in‑office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in‑person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

Stripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally.

We look forward to hearing from you. At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.