Risk Team Lead, User Policy Operations

Stripe · Mexico City Job Overview As a Risk Team Lead, User Policy Operations at Stripe, you will lead a team of Risk Operations associates who assess complex and unique user situations against Stripe's Terms of Service and related policies. Your team's work ensures that the businesses supported by Stripe are aligned with those policies, protecting Stripe, its partners, and the broader user community. Responsibilities Lead and coach a team of associates conducting Terms of Service evaluations and risk assessments on complex and strategic users, determining whether those users remain aligned with Stripe's policies and whether Stripe can continue to support them. Coach your team to think beyond what is written in policy: to investigate thoroughly, weigh the broader risk a user presents to Stripe, and make sound, well-documented recommendations in ambiguous or unprecedented situations. Manage your team through complex risk situations, including those that require cross-functional engagement and close collaboration with account teams and other partners across the risk ecosystem. Quickly understand the cases your team is working on, and help remove blockers and navigate friction points when working across teams. Foster a sense of urgency on strategic user cases, balancing speed with quality, rigor, and consistency of decisions. Support and coach your team in conducting thorough investigations of merchant accounts to facilitate progressive and sustainable business growth. Ongoing management of the operational performance of your team to deliver KPIs and report to key stakeholders. Help scale our operations and improve user experience by identifying process and policy improvements, including gaps surfaced through complex case work. Manage capacity and scheduling, dividing and assigning work between team members, including routing complex and time-sensitive cases appropriately. Ensure your team has all the skills and resources needed to be successful in their role. Set clear goals and expectations for individual and team performance. Foster a culture of continuous improvement to refine team processes and procedures. Support recruitment and hiring initiatives. Contribute to 20% core work on a daily basis. Coach and mentor individuals to meet career goals via structured development conversations. Provide continuous performance feedback and facilitate periodic formal performance reviews. Drive and own initiatives that make the team a warm and welcoming place to work. Keep the team engaged and motivated towards their work. Requirements A minimum of 6+ years of experience in risk operations or policy/supportability operations. Experience coaching/leading operations teams and managing performance. Experience mentoring others and are able to constructively provide feedback to others. Experience in delivering weekly and monthly business metrics and reporting. Proven ability to be a subject matter expert in Risk Operations. Demonstrated ability to exercise sound judgment in ambiguous situations, assessing risk beyond written policy and making clear, defensible recommendations. Ability to work cross-functionally, including with account teams and stakeholders supporting strategic users, to deliver best results and promote partnership. Ability to work with urgency and manage competing priorities in a fast-moving environment. Excellent written and verbal communication skills in both English and Spanish. Exemplary planning and time management skills. Preferred Qualifications Knowledge of risk reviews, knowledge in policy/compliance operations, and fraud detection tools. Experience managing risk events in the system, and identify the at-risk scenario.