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Risk Team Lead, User Policy Operations
OperationsOn-site — Mexico City, Mexico
Published on 2026-11-10
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About this role
Lead a team assessing complex user and merchant cases against Stripe’s Terms of Service and related policies. This player-coach role combines casework with coaching, operational performance management, and process improvement, balancing timely decisions with thorough risk analysis.
About the company
Stripe provides payment infrastructure and financial tools that help businesses accept payments, manage subscriptions, and move money globally. It serves startups through large enterprises with APIs for online and in-person commerce.
The team
User Policy Operations, supporting Risk/Partner Risk Operations associates.
What you'll do
- Lead and coach associates handling complex Terms of Service evaluations and risk assessments
- Guide investigations and recommendations in ambiguous or unprecedented cases
- Coordinate with account teams and cross-functional risk partners
- Manage team KPIs, reporting, capacity, scheduling, and case routing
- Identify policy and process improvements from complex casework
- Contribute to core operational work and support hiring, development, and performance reviews
What we're looking for
- 6+ years of experience in risk operations or policy/supportability operations
- Experience leading or coaching operations teams and managing performance
- Experience delivering weekly and monthly business metrics and reporting
- Strong risk judgment in ambiguous situations, with clear and defensible recommendations
- Ability to partner cross-functionally and manage competing priorities
- Excellent written and verbal communication in English and Spanish
- Strong planning and time-management skills
Nice to have
- Knowledge of risk reviews, policy or compliance operations, and fraud detection tools
- Experience managing risk events and identifying at-risk scenarios
Benefits
- Office-based role in Mexico City; office expectations may vary by team