Seattle. Remote in North America only

Full time

User Operations

Operations Readiness Program Manager

Build the infrastructure to help Operations scale

Seattle. Remote in North America only

Full time

User Operations

As the Operations Readiness Program Manager on the Operations Platform team, you will be building the infrastructure to help our Operations (i.e., Customer Experience) organization scale. We’re responsible for the Stripe experience of our customers and our 1k+ customer support specialists. 

In this role you will specifically be responsible for building and running the program through which Operations collaborates with other Stripe teams (e.g., product teams) to ensure that Operations is prepared to effectively handle support volume associated with net-new ships (e.g., product feature launches). This program is critical to Operations’ ability to provide an exceptional user experience at scale. 

You will:

  • Develop and execute against a strategy for the Operations Readiness program; example elements of a strategy include the program’s vision, target metrics, and tactical approach
  • Own a target metric (likely one of Operation’s top-line metrics); responsibilities include negotiating the specific target, identifying the drivers, developing and executing workstreams to scalably improve the metric, mitigating the unintended consequences of your ships on other top-line metrics, and successfully hitting the target  
  • Partner with multiple stakeholders across Operations and other Stripe teams (e.g., product teams, marketing, sales, legal) to achieve the goals of the Operations Readiness program; you will oftentimes need to objectively evaluate the team’s competing priorities and align stakeholders on the most-optimal solution for Stripe and our users
  • Build and refine the scalable processes (e.g., process to intake upcoming ships) and comprehensive resources (e.g. guides that enable product teams to self-serve the required enablement actions) required to effectively run the program
  • Critically evaluate upcoming ships (e.g., product launches), determine the actions required to optimize the operational impact of the ships, and tactically coordinate those actions
  • Maximize the impact of your learnings by proactively identifying other opportunities to further help Operations scale and sharing input on other projects when relevant 

We’re looking for someone who has:

  • 7+ years of operational experience, preferably at a technology company, with a track record of being a top performer
  • Experience driving creative solutions with and effectively informing the roadmap of cross-functional teams (e.g., experience negotiating the development of product features with product teams) 
  • Experience successfully owning a target metric, ideally a top-line metric for your team or organization
  • Experience critically evaluating a problem from multiple, oftentimes competing perspectives, identifying the optimal solution, and aligning stakeholders on the solution  
  • Strong written and verbal communication skills with a precise talent for clearly articulating operational context and considerations to stakeholders that are less familiar with the domain
  • The ability to understand the implications of Stripe ships such as product features, policy changes, and marketing outreach on the user experience and resulting support experience 
  • A track record of leading and proactively managing end-to-end execution of projects/programs that have transformed their company’s operations and delivered quantifiable business impact
  • Strong critical thinking and data-analysis skills (e.g., ability to navigate large data sets)
  • A proclivity for working in an ambiguous, fast-paced environment as well as the horsepower to balance multiple priorities
  • Experience with SQL or a willingness to learn

Nice to haves:

  • Familiarity with APIs
  • MBA or other graduate degree
  • Experience working for a high growth technology company 
  • Experience working in user-facing roles (e.g., customer support, sales, etc.) that require time-sensitive responses

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.

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