Hardware Program Manager, Terminal Logistics

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 Terminal Logistics team sits within the Product Experience Organization (PXO) and is responsible for managing the End to End Logistics and Supply chain functions for our Terminal business. Our mission is to make getting physical Terminals as seamless a user experience as processing digital payments. We move Terminals from suppliers to users as quickly and efficiently as possible while upholding the highest standards for logistics quality and compliance.

The team is responsible for the Purchasing, transportation, warehousing, shipping, delivery and reverse logistics of Terminal hardware, while also defining the processes necessary to deliver a great customer experience in the fulfillment process, from the moment a customer places an order, receiving it and/or returning it when needed. We are adding several new vendors to our hardware lineup, and as we incubate and grow our logistics model with them, we are looking for a program manager that can help us design and execute our logistics processes.

We are looking for a program manager to join our Logistics team to help us incubate, define and manage the end to end supply chain for our third party hardware business. You’ll interact with vendors/partners directly, and mutually drive efforts to define processes, create roadmaps and execute our day to day operations with our hardware vendors.  The role is responsible for the definition of new integrations and functionality, improving operations, driving incident resolution procedures, and using metrics to track and improve performance. The role will require close coordination with product and engineering teams, as well as cross-functional stakeholders including Legal, Accounting, Finance, Tax among others, with Terminal leadership and with external partners’ executives.

Responsibilities

• Manage the day to day relationship with hardware vendors, including performance metrics
• Define and manage the end to end logistics (including order management) flow for hardware customers
• Define and manage the end to end reverse logistics process for new hardware partners
• Collaborate with partners like Product and Eng to define roadmaps of Logistics automation, improve our products and processes
• Manage the completion of milestones and delivery of large-scale cross-functional initiatives, including roadmaps for automation of processes like ordering and reverse logistics
• Prepare and monitor key user support indicators and reports, including delivery on time and cost
• Refine tools, strategize and organize processes and education to increase the quality of the user experience; identify possible flaws or failures to standards and successfully collaborate with multiple Stripe teams to execute thorough remediation strategy and action plans.

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

• Have 3+ years of experience in supply chain, operational, vendor management, logistics, or project management roles.
• Enjoy a fast-paced work environment and crafting rapid and strategic fixes to high intensity problems.
• Obsessively ensure that users’ rights are preserved with clear, objective, conclusive and timely responses.
• You have strong written and verbal communication skills with strong empathy for solving user problems.
• Data driven decision making is your happy place.
• Are comfortable navigating through ambiguity, and have a keen eye for detail and a high bar for quality.
• Have a strong sense on how to scale great user support experience and can design and continuously improve operational processes.
• Have an ability to execute and deliver complex operational projects involving multiple stakeholders.

This role is available either in an office or a remote location (35+ miles or 56+ km from a Stripe office).

In-office expectations

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

Working remotely at Stripe

A remote location is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently live or plan to live.