Risk Operations Associate
Manages merchant-facing risk operations, escalations, investigations, and process improvements for Stripe’s payments ecosystem. The role requires at least two years of customer-facing operations, compliance, risk, or trust and safety experience, along with SQL/Redshift and strong analytical and communication skills.
About the job
Responsibilities
- Work with merchants, from successful venture-backed startups to well-established institutions.
- Investigate and action or triage escalations across multiple channels, providing accurate and timely responses.
- Own operational processes such as risk user-experience reviews and urgent risk-related escalations from internal teams or financial partners, while maintaining process excellence and clear documentation.
- Identify risk factors and trends and report them to the wider risk team to ensure consistency.
- Use analytics to optimize strategies across Stripe’s portfolio.
- Maintain regular communication with cross-functional stakeholders and establish recurring business meetings as needed.
- Identify gaps in systems, policies, and strategies and recommend enhancements and process improvements.
- Improve internal understanding of Stripe’s real-world impact on users and optimize processes and workflows to reduce escalation rates.
- Build scalable solutions to implement Risk support best practices and standards throughout the user experience.
- Partner with cross-functional teams to develop and improve Risk UX processes and products.
- Participate in monthly, quarterly, and annual business reviews for the Risk UX Operations team.
Requirements
- 2+ years of experience in a customer-facing role related to operations, compliance, risk, trust and safety, or a similar area.
- Strong communication skills, including the ability to explain technical topics to technical and non-technical audiences.
- Ability and desire to challenge the status quo in an ambiguous environment.
- Experience using data to propose creative solutions to tactical and strategic problems.
- Customer-focused, pragmatic problem-solving skills.
- Empathy for entrepreneurs and motivation to solve problems that empower them.
- Experience analyzing user-feedback patterns and using insights to drive process and product improvements.
- Experience handling complex and sensitive user-facing issues involving privacy, user safety, fraud, and supportability.
- Experience with SQL and Redshift.
- Project or program management experience.
- Experience in risk analysis, investigations, or risk operations.
- Excellent written and verbal English communication skills.
- Strong analytical thinking and problem-solving skills, including data-based assessment and judgment.
- Ability to prioritize in a fast-moving environment and collaborate effectively across teams and with external partners.
- Flexibility to work weekend shifts as needed.
Preferred Qualifications
- Risk experience in payments, e-commerce, or fintech, including digital or card-not-present risk mitigation.
- Knowledge of risk schemes, risk-prevention methods, and risk-detection tools.
- Risk experience across multiple industries or verticals.
- Experience in a high-growth technology company.
- Experience working from a queue.
Work Environment
- In-office environment with strong cross-team collaboration and support.
Skills
SQL, Amazon Redshift, Risk Analysis, Risk Operations, Fraud Detection, Trust And Safety, Compliance, Investigations, Project Management, Program Management, Data Analytics, Process Improvement, Payments Risk, E-Commerce Risk, Fintech
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