Seattle. Remote in North America only

Full time

Operations Platform

Support & Product Partnership Program Manager

Seattle. Remote in North America only

Full time

Operations Platform

As a Support & Product Partnership 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 experience of our customers and our 1k+ customer support specialists. 

Our Support & Product Partnership team collaborates across Operations and Product/Engineering to build solutions that improve our customers’ experience with Stripe. We’re a brand new team that’s on a mission to make the customer experience exceptional through thoughtful product design and ongoing analysis of customer support trends.

You will:

  • Conduct data-driven analyses of support trends and work with Product & Engineering leadership to prioritize product changes that improve customer experience, as measured through top-line Operations metrics
  • Maintain a deep understanding of the way customers experience Stripe’s products by referencing our documentation, experiencing the Stripe dashboard and consulting with customer-facing support specialists
  • Partner with diverse stakeholders (including Operations, Product, Engineering and Data Science) to deliver product functionality and associated support processes that address the most common customer pain points
  • Represent the customer support perspective in our Product & Engineering teams’ planning cycles and proactively identify opportunities to optimize customer experience
  • Consolidate product feedback from across the Operations organization and work with Product teams to prioritize related improvements
  • Build repeatable collaboration frameworks to ensure seamless communication and ongoing visibility between Operations and Product stakeholders 
  • Implement internal processes and best practices for the Support & Product Partnership team to improve our efficiency as we grow

We’re looking for someone who has:

  • 8+ years of operational experience, preferably at a technology company, with a track record of top performance
  • Experience independently leading end-to-end execution of projects/programs that have transformed company operations and delivered quantifiable business impact
  • Exceptional stakeholder management skills with a track record of aligning different teams’ priorities to drive commitment to a shared goal
  • Strong critical thinking skills and the ability to analyze large data sets
  • Aptitude for learning complex technical concepts and products
  • Ability to identify common issues and build scalable solutions to address them
  • Experience turning incomplete, conflicting, or ambiguous inputs into solid action plans
  • Experience successfully balancing multiple priorities in an ambiguous, fast-paced environment
  • Strong written and verbal communication skills with a talent for articulating customer challenges
  • Empathy for the customer experience and a strong desire to improve it

Nice to haves:

  • A familiarity with APIs 
  • MBA or other graduate degree
  • Experience with SQL
  • Experience working for a high growth technology company
  • Experience in customer-facing roles (e.g. customer support, account management, etc)
  • Experience in product-oriented roles (e.g. product management, technical program management)

You should include these in your application: 

  • Your resume and/or LinkedIn profile

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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