Responsibilities
- Guide your team in performing reviews to protect and advance Bridge’s business, brand and mission, by deploying industry-leading supportability solutions that instill user and partner trust in Stripe.
- 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 improvements.
- Manage capacity and scheduling, dividing and assigning work between team members.
- 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.
- 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 3+ years of management experience, ideally within Financial Crimes or Support 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.
- Ability to work cross functionally to deliver best results and promote partnership.
- Excellent written and verbal communication skills in both English and Spanish
- Exemplary planning and time management skills.
Nice to Have
- Experience in new process launches and continuous improvement initiatives.
- Experience managing risk events in the system, and identify the at-risk scenario.
Additional Information
- Excellent written and verbal communication skills in both English and Spanish
