Jobs

Jobs

Product Manager, Support Experience

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 Experience group develops and applies technology at all points of the user support journey to solve customer problems at scale, keeping millions of business running and unlocking growth across Stripe’s product suite.

What you’ll do

As a Product Manager for Support Experience, you will be responsible for improving the outcomes of Stripe’s user-facing AI agent that holds 100k+ conversations per week.  You’ll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like.  You’ll directly build agent capabilities to solve real-world user problems. That means getting hands-on with prompts, evals, skills, tools and the machinery that lets you introspect and identify opportunities within the conversational experience. 

Responsibilities

  • Make Stripe’s conversational AI agent as capable and effective as our best human agents by identifying customer problems and building solutions to them. 
  • Be opinionated on the UX for conversational AI - the best experiences are a hybrid of UI and conversation - you’ll need to identify the primitives we need to build to be successful. 
  • Build, ship and iterate on AI skills, and help build the systems that enable the rest of Stripe to do the same. 
  • Create continuous improvement loops from problems to scaled AI solutions and relentlessly accelerate those loops.
  • Redefine how we think about quality for agentic conversations 
  • Partner with the Conversation UX and Platform teams to unlock novel capabilities for the AI agent.

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

Our ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills, and the desire to create something new.

  • 5+ years of experience as a Product Manager
  • Deep user empathy and a high bar for user experience
  • Experience leading cross-team initiatives from ideation to execution
  • Technical expertise: You’ve led technical products and/or have a background in computer science (or similar)
  • Strong written and verbal communication skills

Hybrid work at Stripe

This role is available either in an office or a remote location (35+ miles or 56+ km from a Stripe office).

In-office expectations

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

Working remotely at Stripe

A remote location is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently live or plan to live.

Pay and benefits

The annual US base salary range for this role is $146,400 - $219,600. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

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.

Office locations

Seattle, Toronto, New York, or South San Francisco HQ

Remote locations

Remote in United States

Team

Payments

Job type

Full time

Apply for this role 

Please find our California applicant personal information notice here.

The application window will remain open for 100 days after the Job Post is published. However, this opportunity will remain open based on the needs of the business, which may cause the application window to close before or after the 100-day mark.

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.