# Fraud Operations Manager

**Company:** [Stripe](https://hotfix.jobs/companies/stripe)
**Location:** Bengaluru, India
**Role:** Business Operations
**Experience:** 8+ years
**Skills:** Fraud Investigations, Risk Operations, Trust And Safety, People Management, Capacity Planning, Quality Assurance, Root Cause Analysis, Dashboarding, Data Analysis, Process Improvement, Vendor Management, Payments Risk, Incident Response, Change Management, SQL
**Posted:** 2026-08-06

> Leads Stripe’s Bengaluru Fraud Operations Center, managing managers and senior investigators while owning fraud investigations, operational metrics, quality, staffing, tooling, and process improvement. Requires substantial people-management experience and expertise in fraud, risk, payments, or investigations operations.

## Job Description

## Responsibilities

- Lead the Bangalore Fraud Operations Center by managing team leads and senior associates, setting expectations, coaching performance, and building a high-judgment culture.
- Own core and complex fraud investigations, including escalations and time-sensitive incident response with global Fraud and Risk stakeholders.
- Establish operating processes covering goals, team cadences, SOPs, change management, queue health, SLAs, quality assurance, calibration, and readiness for new products and markets.
- Define and represent operational and risk metrics through dashboards and recurring readouts, translating data into priorities.
- Drive continuous improvement through root-cause analysis, defect reduction, policy adherence, and consistency across reviewers and teams.
- Partner with Risk teams to evolve fraud tooling and manual and automated workflows, including safe rollout and measurement of changes.
- Support outsourcing by identifying transition candidates, standardizing handoffs, and supporting training.
- Own staffing models, capacity planning, scheduling, hiring plans, onboarding, and training strategy.
- Regularly review cases, support frontline judgment, and ensure feedback loops produce measurable improvements.
- Partner with recruiting on role profiles, interview loops, and hiring decisions.
- Own career development, succession planning, team health, and engagement.
- Build a culture grounded in transparency, empathy, inclusion, empowerment, and user-centricity.

## Requirements

- Experience leading cross-functional initiatives and driving change through ambiguity, including 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.
- Ability to partner with globally distributed stakeholders and lead internal teams and vendors.
- Proven ability to define and operationalize metrics such as accuracy, quality, SLAs, throughput, loss outcomes, appeals, rework, and user friction.
- Comfort working across detection systems and manual and automated actioning systems, translating operational needs into product and engineering requirements.
- Strong operational background, including new process launches, service delivery, and operating-model development.
- Excellent written and verbal communication skills in English, including operational reviews and high-pressure escalations.
- Credibility performing 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.

## Nice-to-haves

- Experience running an operations center, including capacity planning, scheduling, queue management, performance management, and quality programs.
- Strong fraud-domain expertise across investigation workflows, risk vectors, and decision frameworks.
- Experience scaling or transforming fraud review operations through process redesign, tooling improvements, and vendor partnerships.
- Experience with payments risk, including CNP and card testing, account takeover, merchant fraud, and transaction fraud.
- Strong analytics proficiency, including dashboard ownership and direct data querying.
- Experience partnering deeply with data science and engineering.
- Experience operating in a global, follow-the-sun model across time zones.

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