Who we are

About Stripe

Stripe 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.

About the team

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

Responsibilities

• Conduct data-driven analyses of support trends and work with Product and Engineering leadership to prioritize product changes that improve the 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

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

• 7+ years of experience in program management, technical program management, product operations, product management or deployment/integration services
• 4+ years experience partnering with product and/or engineering teams
• Experience in operations or customer-facing roles (e.g. customer support, account management, sales, partnerships, consulting, professional services, etc.)

Preferred qualifications

•  Experience driving creative solutions and effectively informing the roadmap of cross-functional teams (e.g. experience negotiating/influencing the development of product features) 
• Strong program management skills with experience independently leading end-to-end execution of projects/programs that have transformed company’s 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
• 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 
• Strong written and verbal communication skills with a talent for articulating customer challenges
• Experience with SQL or a willingness to learn
• A familiarity with APIs