Operations Technology Program Manager
To see similar active jobs please follow this link: Remote Management jobs
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 Operations Technology team is responsible for building the infrastructure to help our Operations organizations 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 Ops Tech team partners with product and engineering teams to identify, scope, prioritize, pilot, and roll out tooling and product improvements to help Stripe help our users. From self-serve optimization, to agent diagnostic and resolution tools, to tools driving internal efficiency across Stripe, our team’s mandate is expansive (2K+ support agents) and the biggest lever for improving our overall support experience.
What you’ll do
As an Ops Technology Program Manager, you will be responsible for deeply understanding customer pain points as well as Ops priorities and metrics, translating those priorities into tooling needs, and then driving change at the intersection of Operations and our partner engineering teams.
We’re looking for folks who are laser-focused on metrics, seek to find the win-win with cross functional stakeholders, have demonstrated technical aptitude, and have the ability to lead through ambiguity.
Responsibilities
Deeply understand user, agent, and partner organization pain points
Utilize SQL to pull, analyze and articulate quantifiable business impact
Translate business needs and operational pain points into technical requirements and product opportunities
Work with Ops front line and engineers to debug technical issues
Partner with the product and engineering teams to prioritize, pilot, and roll out new capabilities
Assess and communicate implications of engineering developments to the Operations organization
Represent Ops in product and engineering roadmap conversations
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
5+ years in program management, preferably at high-growth technology company with a track record of top performance; more senior opportunities available for those with more experience
A track record of leading end-to-end execution of projects/programs that deliver quantifiable business impact
Experience distilling complex needs to clear solutions
Demonstrated ability to learn the implications of new technologies and systems
Strong critical thinking and data-analysis skills, including SQL capability
Enthusiasm for diving deep to understand the root cause of issues
Initiative to propose creative solutions to cross-functional partners, especially in an engineering and product environment
A desire to work in a fast-paced environment while balancing multiple priorities
Strong written and verbal communication skills with a talent for articulating user challenges
Preferred qualifications
A deep understanding of Operations or Support organizations
Experience with technical platforms
Experience partnering directly with product and engineering teams throughout the product development lifecycle and/or go-to-market
Experience in strategy consulting or finance
Experience in a high-growth technology company
Familiarity with CRM and/or customer care software
Experience in other user-facing roles (e.g. customer support, sales, etc) that require time-sensitive responses
About the job
Operations Technology Program Manager
To see similar active jobs please follow this link: Remote Management jobs
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 Operations Technology team is responsible for building the infrastructure to help our Operations organizations 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 Ops Tech team partners with product and engineering teams to identify, scope, prioritize, pilot, and roll out tooling and product improvements to help Stripe help our users. From self-serve optimization, to agent diagnostic and resolution tools, to tools driving internal efficiency across Stripe, our team’s mandate is expansive (2K+ support agents) and the biggest lever for improving our overall support experience.
What you’ll do
As an Ops Technology Program Manager, you will be responsible for deeply understanding customer pain points as well as Ops priorities and metrics, translating those priorities into tooling needs, and then driving change at the intersection of Operations and our partner engineering teams.
We’re looking for folks who are laser-focused on metrics, seek to find the win-win with cross functional stakeholders, have demonstrated technical aptitude, and have the ability to lead through ambiguity.
Responsibilities
Deeply understand user, agent, and partner organization pain points
Utilize SQL to pull, analyze and articulate quantifiable business impact
Translate business needs and operational pain points into technical requirements and product opportunities
Work with Ops front line and engineers to debug technical issues
Partner with the product and engineering teams to prioritize, pilot, and roll out new capabilities
Assess and communicate implications of engineering developments to the Operations organization
Represent Ops in product and engineering roadmap conversations
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
5+ years in program management, preferably at high-growth technology company with a track record of top performance; more senior opportunities available for those with more experience
A track record of leading end-to-end execution of projects/programs that deliver quantifiable business impact
Experience distilling complex needs to clear solutions
Demonstrated ability to learn the implications of new technologies and systems
Strong critical thinking and data-analysis skills, including SQL capability
Enthusiasm for diving deep to understand the root cause of issues
Initiative to propose creative solutions to cross-functional partners, especially in an engineering and product environment
A desire to work in a fast-paced environment while balancing multiple priorities
Strong written and verbal communication skills with a talent for articulating user challenges
Preferred qualifications
A deep understanding of Operations or Support organizations
Experience with technical platforms
Experience partnering directly with product and engineering teams throughout the product development lifecycle and/or go-to-market
Experience in strategy consulting or finance
Experience in a high-growth technology company
Familiarity with CRM and/or customer care software
Experience in other user-facing roles (e.g. customer support, sales, etc) that require time-sensitive responses