Risk Operations Manager

About the job

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

Partner Risk Operations(PRO) is responsible for managing the risk relationships with our critical payment ecosystem partners, including global payment methods, card networks, and banking partners. Our mission is to establish operational controls that mitigate user and partner risk while enabling strategic development opportunities. At the Stripe Delivery Center, the team will provide operational support for scaled investigations, assist with inquiries, and assess nuanced and complex partner programs.

What you’ll do

In this role, you will lead a team of Partner Risk Operations Associates dedicated to managing higher-tier support, including escalations from Tier 1 and internal escalations. Your team will assess onboarding possibilities from a partner perspective, collaborating closely with our Go-To-Market (GTM) teams to ensure seamless integration of new users. As subject matter experts in card monitoring programs and banking partner relationships, you will drive initiatives that enhance our risk management capabilities.

The Partner Risk Operations Manager will be an adaptable leader and cultivate the engagement of their team members while guiding them to be the best they can be, through feedback, coaching, mentoring, and advocacy within the organization. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals. To be a fit, you will have a strong operations mindset, be able to move quickly, and be passionate about delivering an incredible user experience.

Responsibilities

- Recruit, manage, coach, and develop a team of in-office Risk Operations Associates

- Guide your team to handle risk-related user escalations and support internal teams with complex inquiries, guiding cross-functional teams on how to navigate network compliance rules

- Drive strong operational delivery and process improvement helping to maintain risk detection strategies and business rules that balance risk and customer experience

- Build a great culture and ensure team members are happy, effective, and growing in their career

- Set clear goals and direction, and provide regular feedback on team members’ performance

- Be data-driven in your analysis of performance, and in your decision making

- Transmit and foster our values, serving as a beacon of Stripe’s 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

- At least 5+ years of direct people management experience, either in a risk or operations function

- Ability to partner effectively with internal globally distributed stakeholders

- Operational background including new process launches / improvements and service delivery

- Problem-solving skills and comfort operating without clear guidelines

- 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

- Excellent written and verbal communication skills in both English and Spanish

Preferred qualifications

- Experience in payments, e-commerce, or fintech

- Experience in building and scaling new teams from zero

- Experience operating in a high growth technology company