Safety & Risk Operations Program Manager

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.

What you’ll do

The Safety & Risk Operations team is looking for an experienced Program Manager to join an industry leading global Safety & Risk Operations team leading our Dispute/Chargeback and Brand Violation Programs. As a Program Manager, you will lead and execute operational processes and scale programs required to comply with financial partner requirements, including those of card networks and global financial institutions while devising growth-friendly solutions that reduce Stripe’s overall risk exposure. You will also identify specific broken processes and propose possible solutions.

We are looking for someone passionate about compliance, risk, the payments ecosystem, educating other Stripes in a complex area of risk, naturally curious, and has a strong desire to challenge the status quo. This person will work alongside a global team of program managers and analysts and build cross functional partnerships with Risk Partnerships & Strategy, Engineering, Sales, Treasury, Vendor management and more.

The right candidate for this role should have a solid understanding of card network rules, dispute & chargeback programs; fraud monitoring programs, brand violation programs, fines assessment, and dispute remediation strategies and best practices. Successful candidates for the role will have a minimum of five years’ experience in dispute/chargeback mitigation within the payments, fintech, trust and safety, or financial service spaces, as well as strong experience in process improvement and program management.

Responsibilities

• Work closely with internal risk, Sales and operational colleagues, 3rd party contractor/Shared Service team, and merchants to timely address Dispute/Chargeback and brand violation related inquiries from Cards network.
• Distill regulatory and financial partner requirements into operational processes and procedures, whilst upholding a strong commitment to process excellence and clear documentation.
• Identify root causes, trends and provide the wider risk team and merchants with actionable intelligence.
• Utilize analytics to optimize strategies which can be enforced across Stripe’s portfolio.
• Conduct in depth account level investigations as necessary on merchants at risk of or experiencing high chargeback/dispute rates.
• Maintain regular communication with our financial partners, setting up recurring business meetings as necessary.
• Identify gaps in current systems, policies and strategies, and recommend enhancements and process improvements.
• Lead programs for process improvement projects including mapping out process flows, creating project plans and programs.
• Guide and train 3rd party vendor/contractors and shared service team on case handling and problem solving  
• Document and synthesize process flows and standard operating procedures
• Participate in monthly, quarterly, and annual business reviews for the Safety & Risk Operations team.

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

• 5+ years of relevant experience in risk or trust and safety, with a solid understanding of card network rules, high brand risk & fraud identification programs, remediation processes, and root cause analysis of dispute drivers
• 3+ years of experience in project and program management, cross functional team coordination
• 3+ years of experience in process improvement/simplification/reengineering
• Strong track record of working under pressure and delivering results
• Deep empathy for entrepreneurs running a business, and are motivated to solve problems to empower them.
• Proficiency in data analysis tools
• The ability and desire to challenge the status quo
• Ability to work with others in a collaborative fashion
• Creative thinker who considers problems from a customer perspective while being pragmatic and solutions oriented when solving them