Manager, Support Process Program Managers

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 Support Process team sits within the Support org, and is responsible for creating and executing a strategy to ensure a wide range of Support operational processes are effective and efficient. Stripe handles over a million support cases per year and the Support Process team ensures we tackle the logistical problems presented by handling that volume and related operational work in a way that provides an excellent customer experience. This includes owning and executing a number of “run the business” programs, such as Launch Readiness, Quality, and Knowledge Management, as well as developing and refining operational workflows for the Support team.

What you'll do

As the Manager of the Support Process team, you will lead a team of 5-8 high-performing program managers in delivering effective and efficient solutions for the Support organization. You’ll collaborate closely with the Support leadership team and cross-functional stakeholders to set the roadmap and identify priorities to redefine our operating model and business processes. You will monitor and evaluate our “run the business” programs (Launch Readiness, Quality, Knowledge Management) to identify areas for improvement, advise business owners on ways to optimize, and work with the team and other partners to develop and execute solutions. You and the team will evaluate our Support workflows, and identify and deliver process improvements to drive impact to key Support metrics. You will help shape the direction of our Support processes, and will play a crucial role in ensuring that the team is equipped with the resources and tools necessary to deliver exceptional support.

If you thrive on optimizing end-to-end processes, partnering with a team to deliver operational excellence, and coaching and developing high-performing talent, we want to hear from you.

Responsibilities

• Partner closely with Support leadership and cross-functional stakeholders to drive operational excellence within the Support organization
• Oversee the strategy and execution of business-critical Support processes, ensuring exceptional delivery and fostering a culture of continuous improvement
• Drive top-line prioritization of work, and manage tradeoffs on resourcing and roadmapping
• Lead a team of high-performing program managers across multiple workstreams; this includes providing consistent coaching, setting vision and goals, holding the team to a high-bar, fostering a strong team culture, and leading hiring efforts when relevant
• Evolve the team structure, functions, and roles and responsibilities to meet Stripe’s evolving business needs

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

• 10+ years of experience in Operations, Support, business process analysis, strategy and operations, consulting, and/or program management
• 5+ years of experience managing teams of program managers
• Experience working in highly cross-functional settings, and in a role that spans strategy, analysis, and operations in a fast-paced environment
• Experience owning globally spanning programs, developing teams and creating leverage through strategic team structures and operating models
• Strong program management skills with experience managing end-to-end execution of projects/programs that have transformed their company’s operations and delivered quantifiable business impact
• Excellent written and verbal communication skills, with the the ability to articulate complex topics in an easy-to-consume way to leaders and peers across different teams
• Ability to address competing priorities across multiple stakeholders and develop a roadmap that aligns resourcing to priorities to deliver a shared goal

Preferred qualifications

• Experience working in customer-facing roles (e.g. customer support, sales, partnerships, consulting, professional services, etc.)
• Experience with relevant Support programs, such as Quality Assurance, Launch Readiness, and Knowledge management
• Experience in fintech, financial services, payments, or regulated technology environments
• Experience digging in to understand how new-to-you technical products work, and understanding customer and agent pain points
• Familiarity with SQL and data analysis platforms such as Looker, Power BI, or Tableau