Risk Operations Manager, Verifications

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

In this role, you will lead a team of Verification Risk Operations Associates dedicated to managing higher-tier support and internal escalations. Your team will assess onboarding possibilities from a verification and compliance perspective, collaborating closely with Product and Engineering to ensure seamless integration of new users. As subject matter experts in user onboarding and verifications, you will drive initiatives that enhance our verification and risk management capabilities.

You will develop a deep, technical understanding of Stripe’s user verifications and compliance policies, systems, controls, and design mechanisms to deliver process improvements and an enhanced customer experience. You will own a prioritized roadmap of verification and compliance improvements and influence Policy, Product, Engineering, and Operations teams to move those changes from proposal to production.

As a people manager, you will hire, coach, and develop a team of  Operations Associates, set team goals, and use metrics and qualitative signals to measure and guide performance. To be a fit, you will have a strong operations mindset, be comfortable with technical systems and cross-functional influence, be skilled at navigating ambiguity, and be passionate about delivering an incredible user verification experience while enabling business growth and managing risk.

Responsibilities

• Recruit, manage, coach, and develop a team of in-office Verification Risk Operations Associates 
• Guide your team to handle verifications-related user facing 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