Consumer Support, Program Manager

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 Consumer Product Support team works closely with Product, Engineering, Legal, Compliance, Regulatory, Localisation, Ops Technology and many other Operations teams to build and grow Link and Crypto onramp products.

What you’ll do

As a part of the Consumer Product Support team, you’ll focus on surfacing insights to address user pain points and root causes at scale. You’ll influence the Product and Engineering teams to address those pain points through continuous product improvements for Stripe Consumer products.

Responsibilities

Lead or partner with cross-functional teams (e.g., Product, Engineering, Legal, Compliance, Support Product, Ops Tech, VM) to scope out the operational requirements for new Link/Crypto onramp products/features/experiments
Partner with Product and Engineering teams to build the underlying infrastructure and/or tooling required to stand up operations
Advocate to the Product and Engineering teams for optimizing our products on behalf of our Consumer users and act as the voice of the Consumer
Develop customer support strategies and empower users to leverage our enhanced self-service tools
Deliver a “best in class” Consumer experience making sure we are compliant with local and consumer regulations
Drive continuous improvements to hit our SOKR such as Consumer Satisfaction, Contact rate, SLA, etc.

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 an operational role (i.e. business user facing / project management)
Very strong analytical skills, ability to derive insights from data and drive action
Demonstrated experience leading end-to-end execution of large projects to improve users’ and/or Support Specialists’ experience and efficiency
Track record of partnering with cross-functional stakeholders to deliver tangible results
Ability to resolve complex, ambiguous problems with structure & first principles
Outstanding written and verbal communication skills
Experience interfacing directly with users / customers to resolve their needs
Proficiency in SQL and similar tools

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.

The annual US base salary range for this role is $134,400 - $201,600. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

Office locations

New York

Team

Operations

Job type

Full time

Apply for this role

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.

Jobs