New York City, San Francisco, or Seattle. Remote in North America only

Full time

User Operations

Head of Services Strategy and Programs

You'll be part coach, part diplomat, part entrepreneur - 100% committed to building and sustaining trust with users and your team.

New York City, San Francisco, or Seattle. Remote in North America only

Full time

User Operations

Stripe’s infrastructure and suite of APIs powers hundreds of thousands of businesses—from startups to Fortune 500s—in almost every country around the world. From developers and product managers to founders and CFOs, a broad audience interacts with Stripe’s products and uses them to start, run, and scale their companies.

The Premium Services team directly supports our largest and fastest growing users, with a proactive consultation model, partnering with them to grow their business. We actively seek and capitalize on opportunities to meet and exceed their service expectations, working to impress the trendsetters and remove obstacles from their path. The team is there when users need us but also there proactively - before they even realize they need support.

Stripe is looking for a global Services Strategy and Programs leader to help drive strategy and programs to enable the success of our services offerings across customer segments. The manager will lead a high performing team of program managers, services analysts and go-to-market enablement specialists. They cultivate the happiness of their teams while guiding them through feedback, mentoring, and advocacy within the organization. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals. The Premium Services team is also responsible for services offerings PnL and driving large operational projects by collaborating across operations, sales and engineering.

You will:

  • Help enable the services organization to deliver incredible user experiences through value-adding processes and strategy
  • Collaborate with Sales on our services GTM strategy, enable Sales to attach our services offerings, drive internal accounting and infrastructure to enable solution selling, and revenue recognition
  • Set clear goals and directions, and revamp our services offerings, pricing and launch appropriate for platforms, digital natives and enterprises
  • Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports
  • Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment
  • Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements

We’re looking for someone who has:

  • At least 10+ years of direct people management and program leadership experience
  • Experience leading customer success managers, technical account managers, program managers, or services teams (preferably in high-growth technology companies)
  • Excellent written and verbal communication skills
  • Strong sales revenue growth, commercial and/or operational background and a track-record of making data driven decisions
  • Skill and credibility doing the core work of a user facing team with a high bar for quality, and a willingness to lead by example
  • An ability to execute on and deliver complex operational projects involving multiple stakeholders

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.