Seattle

Full time

User Operations

Strategy & Operations, Program Manager

Seattle

Full time

User Operations

As a Platform Strategy & Operations Program Manager, you will be building the infrastructure to help our Operations (e.g. Customer Experience) organization scale. We’re responsible for the experience of our hundreds of thousands of users who self-serve and our 1K+ customer support specialists. Through our Strategy and Operations team we analyze the causes of ticket volume and strive to structurally decrease and prevent it through our Technology, Training and Knowledge teams. We’re a nimble team that has a large scope and is obsessed with efficiency and impact.

You will:

  • Build and execute a data-driven strategy for a user segment (e.g. similar to a GM, your success will be measured by your ability to hit the metrics targets; sample user segments include start-up, smb, priority services, enterprise)
  • Scope and execute a large, multi-quarter project to provide customer support specialists with technology, training, and knowledge solutions that improve top-line metrics (e.g. CSAT, first response resolution, first response SLA, contact rate, productivity, etc)
  • Partner with multiple stakeholders (Operations Leadership team, Operations Managers, individual contributors within Operations, Internal Systems, Support Products, Data Scientists, Sales, etc) to prioritize and maximize the impact of your projects
  • Lead other scaling projects for Operations that require you to build a data-driven strategy, determine a game plan and operationally execute, understand and resolve organizational alignment challenges, and effectively communicate progress to a broad audience of stakeholders

People who should apply:

  • 10+ years of operational experience, preferably at a technology company, with a track record of top performance
  • Has 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)
  • Ability to identify repeated user and specialist-facing issues and build scalable solutions and processes to address them
  • Ability to understand Stripe’s API in the context of what our specialists need to answer users questions
  • Can drive creative solutions with cross-functional partners, especially in an engineering and product environment
  • Enjoys solving complex and hard problems and can turn incomplete, conflicting, or ambiguous inputs into solid action plans
  • Likes working in an ambiguous, fast-paced environment and has the horsepower to balance multiple priorities
  • Strong written and verbal communication skills with a precise talent for articulating customer challenges
  • Experience with SQL or willingness to learn

Nice to have (or excited to learn):

  • MBA or other graduate degree
  • Experience in strategy consulting or finance
  • Experience in a high growth technology company
  • Experience in other user-facing roles (e.g. customer support, sales, etc) that require time-sensitive responses
  • CS background or affinities

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.

#LI-CM5