Fraud Operations Manager (Mandarin-speaking)

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 The Risk Operations team is looking for an experienced analyst to join an industry leading global fraud operations team. This role is responsible for conducting onboarding, as well as periodic risk reviews and investigations related to fraud, supportability, and compliance requirements for Stripe’s Greater China (GCN) users. In addition to executing complex, unified user risk assessments these analysts will work collaboratively with cross-functional teams and stakeholders to expand the impact of the team to scale Greater China (GCN) user risk assessment and support processes.  They should have a deep understanding of risk analysis in either fraud, compliance or user policy/TOS, demonstrate excellence conducting complex reviews of high volume/new users, strong analytical skills, comfort engaging directly with users via email/live calls, and experience leading process improvement initiatives in a highly cross-functional & collaborative environment. WHAT YOU’LL DO Did you know that only around 4% of the world’s GDP comes from internet commerce? At Stripe, we believe that this represents a future with almost limitless potential for innovation, creativity and global prosperity. While the promise of a global online economy is palpable, it doesn’t come without significant risk. Billions of dollars are processed by Stripe each year and the Fraud Operations team works to ensure that exposure is minimized while facilitating company growth. We are looking for someone passionate about minimizing risk while enabling our Greater China users, conducting in-depth risk investigations across fraud, policy, and compliance, and who has a strong desire to work collaboratively with stakeholders while building and scaling risk investigations and support for Greater China.  This position works closely with cross-functional stakeholders across go to market, operations, risk, and product to mitigate financial and ecosystem risk while enabling our users.  The right candidate for this role will have a minimum of four years experience conducting complex risk investigations and building & scaling risk processes in a highly collaborative and cross-functional environment, preferably within ecommerce or payments. Candidates should also have experience working closely with cross functional stakeholders to drive investigative and operational process improvements, conduct root cause analysis, and be fluent in written and spoken Mandarin. RESPONSIBILITIES * Conduct unified risk reviews for Greater China users at onboarding; investigating and identifying fraud, compliance, and policy risks. * Work directly with users and go to market to build context into business models, validate documentation, and assess supportability. * Conduct periodic investigations on high risk accounts to identify and mitigate fraudulent or other high risk behaviors. * Identify gaps in current systems, policies and strategies, and recommend enhancements and process improvements to mitigate emerging risks and build for scale through a collaborative approach with stakeholders. * Lead cross functional projects to improve operational processes and tools to enhance detection and actioning of high risk users. * Investigate, mitigate, and remediate incidents related to fraud, compliance, or supportability risks. 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 4 years of experience conducting complex risk investigations. * A minimum of 1 year of experience in leading risk-related projects or initiatives, while effectively collaborating with cross-functional stakeholders. * Experience using data to propose creative solutions to both tactical and strategic problems. * Creative mindset, strong team orientation, and exceptional problem-solving capabilities. * A willingness and ability to challenge the status quo and propose improvements. * An aptitude for approaching challenges from the user’s perspective while maintaining a pragmatic and solutions-oriented approach. * Professional fluency in both written and verbal Mandarin communication, as this role is responsible for conducting onboarding, as well as periodic risk reviews and investigations related to fraud, supportability, and compliance requirements for Stripe’s Greater China users. PREFERRED QUALIFICATIONS * In depth experience conducting risk assessments focused on either fraud, compliance, and supportability. * Risk experience focused on APAC and Greater China, preferably in payments, e-commerce, or fintech. * Experience working directly with users to fulfill document requests, onboarding, and risk requirements. * Experience designing fraud/risk workflows, analyst tooling, and processes/procedural workflows. * Strong proficiency using SQL to analyze data, drive insights, and create dashboards and visualizations

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 Strategic Supportability Operations (SSO) sits within Risk Operations and User Policy Operations. Our team is focused on protecting and advancing Stripe's business, brand, and mission by deploying industry-leading supportability solutions that instill user and partner trust in Stripe, while enabling progressive and sustainable business growth. Unlike other Risk Operations teams, SSO handles the most complex, high-stakes, and ambiguous user business cases—ones that require deep investigation, custom risk analysis, and creative problem-solving at the intersection of user experience, compliance, financial partner requirements, and Stripe's growth ambitions. WHAT YOU'LL DO As a Risk Operations Analyst on the Strategic Supportability Operations team, you will investigate and assess complex, gray-area user business cases that require deep risk judgment and tailored solutions. You will go beyond standard procedures to understand the full risk profile of users, develop custom recommendations, and collaborate across internal teams to drive cohesive, well-reasoned decisions. You will also play a key role in identifying patterns across individual cases to improve our processes, policies, and detection systems at scale—bridging tactical casework with strategic, systemic impact across Risk Operations. RESPONSIBILITIES • Investigate complex, high-risk, and gray-area user business cases, applying deep risk knowledge to make sound, non-binary judgments. • Navigate ambiguity confidently—develop custom, evidence-based solutions where standard frameworks do not fully apply. • Identify and escalate systemic trends across cases, proposing scalable solutions to cross-functional stakeholders. • Collaborate across Risk Operations, User Support, Risk Partnerships, Legal, Compliance, and Product to develop holistic risk mitigation strategies. • Engage directly with users—in both positive and sensitive conversations—always maintaining a Users First mindset while balancing regulatory and financial partner requirements. • Communicate complex risk findings clearly to internal partners, financial partners, and Stripe leadership. • Contribute to the design and continuous improvement of SSO processes, decision frameworks, and tooling. • Build and maintain documentation, procedures, and playbooks to support team scalability and knowledge management. • Identify gaps in current systems, policies, and strategies, and recommend enhancements through a collaborative approach with stakeholders. 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 experience in risk management, compliance, fraud, financial operations, or a closely related field in a fast-moving environment. • Demonstrated ability to navigate gray-area and non-binary decision-making in complex risk environments. • Strong critical thinking and problem-solving skills, with the ability to synthesize multiple data sources into a coherent risk narrative. • Experience collaborating cross-functionally on complex problems and driving alignment across teams with competing priorities. • Ability to engage directly with users—including in difficult or sensitive conversations—with empathy, clarity, and professionalism. • Strong written and verbal communication skills, with the ability to articulate complex risk findings to varied audiences. • Comfort with ambiguity and fast-paced, constantly evolving environments. • Track record of identifying systemic problems from individual case patterns and driving process improvements. • Deep empathy for entrepreneurs and businesses, and genuine motivation to solve problems that empower them. • The ability and desire to challenge the status quo as a creative thinker who considers problems from a user perspective while being pragmatic and solutions-oriented. PREFERRED QUALIFICATIONS • Familiarity with compliance or financial partnership relationship management. • Experience with risk assessment and mitigation strategies in a fintech or payments environment. • Working knowledge of data analysis and AI tools to quantify risk and inform decisions. • Background in regulatory compliance within financial services. • Experience developing scalable operational frameworks or playbooks in ambiguous, high-stakes environments. • Knowledge of payment processing systems and associated risks.