Fraud Operations Team Lead

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

At Stripe, our Mexico City office is a vibrant hub at the forefront of our mission to reshape the financial landscape for businesses worldwide. Our team prioritizes collaboration, innovation, and excellence. As a member of the Mexico City team, you'll be part of a mission-driven community dedicated to enhancing the global economy and increasing the GDP of the internet. We strive for excellence by creating with craft and beauty, while having fun and celebrating our successes together.

We cultivate a culture of collaboration, inclusivity and support where every team member’s voice matters. Our commitment shines through as we handle over a million support cases each year, empowering our users not just to solve problems but to achieve their goals

What you’ll do

As a Risk/Fraud Operations Team Lead, you will operate in a player-coach capacity, directly leading a team of Operations Associates while maintaining hands-on involvement in complex casework. You will be accountable for driving operational excellence, developing talent, and delivering strategic initiatives that shape the future of our Risk Operations function.

Responsibilities

Lead, coach, and develop a team of Operations Associates through regular 1:1s, performance conversations, and structured goal-setting aligned with organizational priorities

Monitor and report on team performance against KPIs, managing capacity, scheduling, and workload distribution across queues and channels

Dedicate approximately 40% of your time to core casework, including handling complex, high-risk escalations and conducting quality reviews

Serve as a subject matter expert in Risk and Fraud Operations, guiding thorough investigations to protect Stripe's business, brand, and mission

Lead root cause analyses on complex operational challenges, leveraging data to identify trends, surface gaps, and drive actionable improvements

Develop sustainable solutions to systemic issues and present data-backed recommendations to leadership

Build and maintain strong cross-functional relationships across the Risk vertical, representing your team's priorities in strategic forums

Support recruitment, hiring, and onboarding initiatives while fostering an inclusive, high-performing team culture

Advocate for meaningful product and process improvements that deliver lasting operational impact

Champion company-building initiatives, mentor future leaders, and consistently model Stripe's core principles in all decision-making

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

6+ years of experience in Fraud Operations, Fraud Strategy, or Financial Crime Operations

Proven experience coaching and leading operations teams with a track record of managing and improving performance

Experience mentoring others and delivering constructive, growth-oriented feedback

Strong ability to use data to drive operational decisions and deliver weekly and monthly business metrics and reporting

Demonstrated subject matter expertise in Risk Operations

Ability to work cross-functionally to deliver results and build strong partnerships

Exemplary planning, prioritization, and time management skills

Excellent written and verbal communication skills

Fluency in both English and Spanish

Preferred qualifications

Deep knowledge of risk reviews, policy/compliance operations, and fraud detection tools

Experience managing risk events and identifying at-risk scenarios within operational systems

Experience leading or contributing to cross-departmental or transformational initiatives

Familiarity with operational tools such as Jira and incident management workflows