Program Manager

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.

What you’ll do

Responsibilities

Collaborate with cross-functional teams to build and scale operational infrastructure that supports the launch of innovative products, ensuring a seamless user experience
Design the playbook to execute against operational requirements and deliver a best-in-class user experience
Lead multiple projects simultaneously, managing timelines, resources, and stakeholder expectations to deliver impactful results that align with organizational goals
Identify and drive process improvements alongside product and engineering teams, focusing on automation opportunities, public document enhancements, and self-serve capabilities that enhance efficiency and effectiveness in workflows
Engage with stakeholders across the organization to explore new strategic initiatives, closing gaps related to user experience and compliance while driving overall operational excellence
Collaborate with cross-functional teams to build and scale operational infrastructure that supports the launch of innovative payments and business funding products, ensuring a seamless user experience
Design the SOPs of technical product support, including API troubleshooting, to execute against operational requirements and deliver a best-in-class user experience securing customer retention objectives for new product releases
Lead multiple cross-functional projects that enable the launch of new products and features
Simultaneously, managing timelines, resources, and stakeholder expectations to deliver impactful results that align with organizational goals that increase early user adoption of new banking and business funding products
Identify and drive service efficiency process improvements alongside payments and business funding product and engineering teams, focusing on automation opportunities for support processes, public document enhancements, and self-serve capabilities that enhance efficiency and effectiveness in customer support and onboarding workflows
Engage with stakeholders across the organization to explore new product offerings in payments, closing gaps related to user experience and compliance while driving overall excellence for user support and internal operations;
Run incubation and governance programs for payments and banking products (Stripe Managed Payments, Stripe Capital, fiat-to-crypto onramp/Payin integrations), guiding features from private beta to General Availability by validating operational readiness with go/no-go dashboards and incubation graduation criteria that measure operations KPIs (CSAT, agent productivity, and costs), and by defining support SOPs for internal and vendor support teams
Lead product compliance and operational-capacity programs for payments and banking product betas, coordinating Legal, Tax, and Risk to identify regulatory gaps (global sales tax compliance, KYC/KYB requirements) and deploy targeted automations and tooling (AI support agents, AI powered onboarding) to increase operational cost savings, limit Stripe’s liability for non-compliance, and inform support resource planning and budgeting

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

Bachelor's degree or foreign equivalent in Business, Management, Economics or a related field, plus 2 years of experience managing timelines, resources, and stakeholder expectations to deliver results that align with organizational goals.

Position also requires the following:

2 years of experience documenting operational processes
2 years of experience designing and implementing process improvements
2 years of experience scaling support operations
2 years of experience communicating technical concepts to users and stakeholders
2 years of experience building queries using SQL
2 years of experience analyzing large datasets to draw conclusions and make recommendations

Salary: $148,450 - $210,600/yr.

This salary range represents the base salary range for the role and any sales commissions/sales bonuses targets, if applicable, would be in addition to the base salary.

40 hrs/week

Up to 50% telecommuting permitted.

Multiple Positions Available.

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.NY19

#LI-DNI

In-office expectations

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

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.

Apply now