Consumer Operations, Program Manager - Stripe, LLC - New York, NY
Who we are
About Stripe
Stripe, LLC. 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.
What you’ll do
Responsibilities
- Lead or collaborate with cross-functional teams, including Product, Engineering, Legal, Compliance, Support, Operations Technology, and Vendor Management, to define operational requirements for new Link/Crypto onramp products, features, and experiments.
- Partner with Product and Engineering teams to design and implement the infrastructure and tools needed to support operational workflows.
- Represent the interests of users in product development discussions and advocate for solutions that improve the consumer experience.
- Develop customer support strategies and implement tools to enhance self-service options for users.
- Ensure operational processes and product features comply with applicable local laws, regulations, and consumer protection requirements.
- Monitor and analyze operational metrics, driving continuous improvements to meet key performance objectives, such as consumer satisfaction, contact rate, and service-level agreements (SLAs).
Who you are
Minimum requirements
Must have a Bachelor's degree or foreign equivalent in Business, Management, Economics or a related field, plus 5 years of post bachelor's progressive experience in Operations. Must also have each of the following:
- 5 years experience pulling data, creating queries and analyzing large datasets using SQL.
- 4 years experience leading end-to-end execution of large, cross-functional projects to improve user and Support Specialist experience and operational efficiency.
- 1 year of experience with designing and executing comprehensive test cases for new features, system updates, and process changes.
- 1 year experience coordinating feedback loops between end users, support teams and product teams.
- 1 year experience writing Product Requirement Documents (PRDs) and Business Requirement Documents (BRDs) and the ability to translate operational needs into technical requirements.
- 1 year experience with CRM and support platforms including Salesforce, Case Studio, and CRV, including designing and implementing automations, workflows, and routing logic to reduce manual tasks for Support agents.
Salary: $150,301 - $210,600/yr
This salary range represents the base salary range for the role and any sales commissions /sales bonuses targets, if applicable, would be in addition to the base salary.
40 hrs/week
50% Telecommuting permitted
Multiple Positions Available.
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. NY33 #LI-DNI
Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.