Jobs

Jobs

Manager, Support Process Program Managers

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 Process team sits within the Support org, and is responsible for creating and executing a strategy to ensure a wide range of Support operational processes are effective and efficient. Stripe handles over a million support cases per year and the Support Process team ensures we tackle the logistical problems presented by handling that volume and related operational work in a way that provides an excellent customer experience. This includes owning and executing a number of “run the business” programs, such as Launch Readiness, Quality, and Knowledge Management, as well as developing and refining operational workflows for the Support team.

What you'll do

As the Manager of the Support Process team, you will lead a team of 5-8 high-performing program managers in delivering effective and efficient solutions for the Support organization. You’ll collaborate closely with the Support leadership team and cross-functional stakeholders to set the roadmap and identify priorities to redefine our operating model and business processes. You will monitor and evaluate our “run the business” programs (Launch Readiness, Quality, Knowledge Management) to identify areas for improvement, advise business owners on ways to optimize, and work with the team and other partners to develop and execute solutions. You and the team will evaluate our Support workflows, and identify and deliver process improvements to drive impact to key Support metrics. You will help shape the direction of our Support processes, and will play a crucial role in ensuring that the team is equipped with the resources and tools necessary to deliver exceptional support.

If you thrive on optimizing end-to-end processes, partnering with a team to deliver operational excellence, and coaching and developing high-performing talent, we want to hear from you.

Responsibilities

  • Partner closely with Support leadership and cross-functional stakeholders to drive operational excellence within the Support organization
  • Oversee the strategy and execution of business-critical Support processes, ensuring exceptional delivery and fostering a culture of continuous improvement
  • Drive top-line prioritization of work, and manage tradeoffs on resourcing and roadmapping
  • Lead a team of high-performing program managers across multiple workstreams; this includes providing consistent coaching, setting vision and goals, holding the team to a high-bar, fostering a strong team culture, and leading hiring efforts when relevant
  • Evolve the team structure, functions, and roles and responsibilities to meet Stripe’s evolving business needs

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

  • 10+ years of experience in Operations, Support, business process analysis, strategy and operations, consulting, and/or program management
  • 5+ years of experience managing teams of program managers
  • Experience working in highly cross-functional settings, and in a role that spans strategy, analysis, and operations in a fast-paced environment
  • Experience owning globally spanning programs, developing teams and creating leverage through strategic team structures and operating models
  • Strong program management skills with experience managing end-to-end execution of projects/programs that have transformed their company’s operations and delivered quantifiable business impact
  • Excellent written and verbal communication skills, with the the ability to articulate complex topics in an easy-to-consume way to leaders and peers across different teams
  • Ability to address competing priorities across multiple stakeholders and develop a roadmap that aligns resourcing to priorities to deliver a shared goal

Preferred qualifications

  • Experience working in customer-facing roles (e.g. customer support, sales, partnerships, consulting, professional services, etc.)
  • Experience with relevant Support programs, such as Quality Assurance, Launch Readiness, and Knowledge management
  • Experience in fintech, financial services, payments, or regulated technology environments
  • Experience digging in to understand how new-to-you technical products work, and understanding customer and agent pain points
  • Familiarity with SQL and data analysis platforms such as Looker, Power BI, or Tableau

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 $137,600 - $206,400. 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

Atlanta, New York, South San Francisco HQ, Seattle, or Chicago

Remote locations

Remote in United States

Team

Operations

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.