Product Support Operations Manager

Who we are

About Stripe 

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 Product Support team directly supports our largest and fastest growing users, 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 leader for our Product Support team. This manager will lead a high performing team motivated by improving the lives of Stripe’s user base. They will 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 Priority Services team is also responsible for managing large operational projects.

About the team

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

What you’ll do

Responsibilities

  • Guide the organization to design and deliver incredible user support
  • Ensure team members are happy, effective, and growing in their career and new work experiences
  • Set clear goals and directions, and provide regular feedback on team members’ performance
  • 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

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

  • At least 1+ years of direct people management experience
  • Experience leading operational teams such as product support teams (preferably in high-growth technology companies)
  • Excellent written and verbal communication skills
  • A strong 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

Preferred requirements

  • Prior experience with SQL, Tableau and APIs
  • Comfort with some technical troubleshooting
  • Familiarity with FinTech industry and products
  • Passion for learning new functions and features of technical products
  • Experience leveraging root-cause analyses to make data driven decisions

Hybrid work at Stripe

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

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.

A remote location, in most cases, 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 or plan to live.

Pay and benefits

The annual US base salary range for this role is $139,000 - $250,100. 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

Seattle, New York, or South San Francisco HQ

Remote locations

Remote in United States

Team

Operations

Job type

Full time

Please find our California applicant personal information notice here.

We look forward to hearing from you

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.