Seattle. Remote in North America only

Full time

User Operations

Technology Program Manager

Seattle. Remote in North America only

Full time

User Operations

As a Platform Technology Program Manager, you will be building the infrastructure to help our Operations (e.g. Customer Experience) organization scale.  Businesses that run on Stripe - from fledgling upstarts to household names - place significant trust in Stripe to accelerate their success. This makes our user-facing teams, and the software layer that connects them with users, mission-critical: users need fast, accurate and contextualized answers to their questions - 24/7 - over phone, chat, and email. Our Technology team partners with our Support Products engineering team and our Internal Systems team to scope and prioritize agent tooling and product requests. From support ticket routing across channels (email, phone, request-a-call), to security access rights, to agent workflow tools, the Technology team’s mandate is expansive (1K+ support agents) and the biggest lever for improving our overall support experience. As a new and nimble team, we’re looking for folks who have incredible horsepower, demonstrated technical aptitude, and are excited by challenges.

You will:

  • Own problems from end to end, managing complexity to scope support agent tooling and product requests within SLA
  • Understand agent and customer support organization pain points
  • Translate business needs into technical requirements
  • Utilize SQL to pull, analyze and articulate quantifiable business impact
  • Determine whether functionality can leverage off-the-shelf customer support software v. requires custom in-house software
  • Identify how solutions can exponentially scale with Stripe’s growth
  • Work with support agents and product engineers to debug technical issues
  • Partner with the Support Products engineering team and Internal Systems team through sprint planning to prioritize asks and assist in high-level technical designs
  • Assess and communicate implications of engineering ships to the customer experience organization
  • Shepherd our quarterly technology planning process through proactively gathering technical requirements
  • Execute on our technical roadmaps with urgency and focus
  • Build scalable solutions and processes to optimize workflows and help hit metrics


We’re looking for someone who has:

  • 10+ years of experience, preferably at a technology company, with a track record of top performance
  • Experience distilling complex needs to simple interfaces, and who are comfortable learning new technologies and systems
  • Strong critical thinking and data-analysis skills
  • Experience writing complex SQL queries and ability to analyze the results
  • Basic programming ability (e.g. able to make API calls, understand Stripe’s API in the context of what our specialists need to answer users questions)
  • 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
  • The ability to identify repeated user and specialist-facing issues and build scalable solutions and processes to address them
  • The initiative to come up with creative solutions with cross-functional partners, especially in an engineering and product environment
  • An enjoyment in solving complex and hard problems and can turn incomplete, conflicting, or ambiguous inputs into solid action plans
  • A desire to work in an ambiguous, fast-paced environment and has the horsepower to balance multiple priorities
  • Strong written and verbal communication skills with a talent for articulating customer challenges with precision

Nice to haves:

  • CS background or affinities
  • Experience with payments-related products or with technical platforms
  • Zendesk or Serenova experience a plus, but not required
  • MBA or other graduate degree
  • Experience in other user-facing roles (e.g. customer support, sales, etc) that require time-sensitive responses

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-RH7