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