Program Manager - People Service Strategy & Governance
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
One of the key drivers to our success is a committed and rigorous emphasis on our people. We believe that our competitive advantage lies in our talent and that we can build a sustainable advantage by attracting, enabling and cultivating the world’s most exceptional people to do the very best work of their careers.
Stripe is seeking a People Service Strategy & Governance PM to drive the strategic transformation of our Global People Operations team. This individual contributor role, reporting to the People Operations leader, is tasked with evolving a reactive support model into a proactive, data-driven, and optimally efficient operation. You will be the strategic driver of the service delivery framework, defining the governance, operating mechanics, and health standards required to ensure service clarity, operational resiliency, and scalable employee support across Stripe.
What you’ll do
As a strategic, data-driven, and high-agency operator, you will be responsible for building the operational foundation that enables the People Operations team to deliver world-class service at scale. You will apply critical thinking to identify root causes in service delivery, own the strategic prioritization & influence necessary to drive solutions, and move with urgency to deliver impact for users at scale.
Responsibilities
Service Monitoring & Health Governance:
Problem Solving: Lead service monitoring and diagnostic efforts to ensure service delivery is on track. Proactively identify service, process, or tooling gaps and blockers (driven at a people, process, or tooling level) that impede efficiency or scale.
Design and own the reporting framework for Service Analytics & Reporting, defining clear KPIs/SLAs and measuring service health, volume spikes, and trends. Translate this monitoring data into clear, actionable service/operations forecasting and resource strategies.
Service Improvement & Transformation:
Scale Mindset & Service Transition: Take point on service transition sprints, strategically moving services and processes over time from Tier 2 support to Tier 1, and ultimately to Tier 0 through automation (RPA) and AI solutions.
Lead the management of all service changes (Bugs/breakfix, Enhancements, etc.), translating improvement requests into clear business cases, sizing the effort, and driving the implementation of high-quality, scalable solutions.
Drive the strategy for Knowledge Health, overseeing the creation, maintenance, and governance of all Standard Operating Procedures (SOPs) and internal resources to ensure data accuracy and consistency in service delivery.
Lead the Quality Assurance (QA) Forum, using feedback and root cause analysis (RCA) to not only evaluate work but to implement systemic changes that improve operational processes.
Operational Planning & Partnership:
Centralized Work Intake: Design and govern the mandatory, structured Service Intake process for all requested work that engages GPS team members (e.g., continuous process improvement, system launches, testing, change management, hypercare). This centralization is essential to ensure work is not done in silos and that commitments, capacity leverage, and leadership approval are proactively managed to protect core service metrics (e.g., preventing case backlog).
Prioritization & Influence: Build and govern the structured Service Intake process for new work, projects, and programs, translating the broader team's goals to the GPS team's operational roadmap.
Act as the critical operational partner for People Systems, People Solutions, and People Process Optimization teams. You will collaborate closely with these groups to influence and inform the prioritization of their roadmaps in a data-driven way, ensuring all solutions meet GPS requirements for scale, global operational context, and employee experience.
Inform Capacity Planning & Management and the global operational cadence (Internal Team Calendars), ensuring proactive service coverage and business continuity/resiliency.
Cross-Functional Collaboration:
Collaboration & Communication: Effectively represent GPS, running multiple work streams simultaneously, and synthesizing large amounts of disparate information to engage and move decision-making forward with a wide range of stakeholders (e.g., HR Tech, People Programs, Finance).
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
Bachelor’s degree in Human Resources, Business, Operations, or a related field
8+ years of experience in HR Operations, Service Management, or Process Transformation, preferably in a high-growth, global environment.
Demonstrated experience building and maintaining a central work intake and prioritization model for an HR Service Delivery team, successfully eliminating siloed work and protecting core service metrics.
Demonstrated ability to question assumptions and think independently to solve complex, cross-functional problems.
Proven track record of defining, owning, and optimizing service delivery metrics (KPIs/SLAs), using data to drive operational excellence and continuous service monitoring.
Deep expertise in designing, implementing, and governing operational mechanics (intake, prioritization, quality, cadence) for a centralized service function.
Advanced proficiency with HRIS (e.g., Workday) and Service Management/Ticketing systems (e.g., Salesforce, ServiceNow), with a focus on system integrity and process flow.
Exceptional skills in prioritization, influence, and communication, with the ability to translate complex operational challenges and roadmaps to diverse executive and technical audiences.
Strong ability to navigate ambiguity and seamlessly transition between different work streams, leading work independently and driving clarity for others.
Preferred qualifications
Certification in ITIL, Lean, or Six Sigma methodologies.
Experience in vendor management or supporting outsourced service models.
Experience with Confluence or other knowledge management systems, and a track record of driving documentation adoption.
Data fluency with the ability to use data analysis tools to forecast demand and model operational capacity.
Experience leading service design or process migration efforts involving automation (RPA) or AI solutions.
About the job
Apply for this position
Program Manager - People Service Strategy & Governance
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
One of the key drivers to our success is a committed and rigorous emphasis on our people. We believe that our competitive advantage lies in our talent and that we can build a sustainable advantage by attracting, enabling and cultivating the world’s most exceptional people to do the very best work of their careers.
Stripe is seeking a People Service Strategy & Governance PM to drive the strategic transformation of our Global People Operations team. This individual contributor role, reporting to the People Operations leader, is tasked with evolving a reactive support model into a proactive, data-driven, and optimally efficient operation. You will be the strategic driver of the service delivery framework, defining the governance, operating mechanics, and health standards required to ensure service clarity, operational resiliency, and scalable employee support across Stripe.
What you’ll do
As a strategic, data-driven, and high-agency operator, you will be responsible for building the operational foundation that enables the People Operations team to deliver world-class service at scale. You will apply critical thinking to identify root causes in service delivery, own the strategic prioritization & influence necessary to drive solutions, and move with urgency to deliver impact for users at scale.
Responsibilities
Service Monitoring & Health Governance:
Problem Solving: Lead service monitoring and diagnostic efforts to ensure service delivery is on track. Proactively identify service, process, or tooling gaps and blockers (driven at a people, process, or tooling level) that impede efficiency or scale.
Design and own the reporting framework for Service Analytics & Reporting, defining clear KPIs/SLAs and measuring service health, volume spikes, and trends. Translate this monitoring data into clear, actionable service/operations forecasting and resource strategies.
Service Improvement & Transformation:
Scale Mindset & Service Transition: Take point on service transition sprints, strategically moving services and processes over time from Tier 2 support to Tier 1, and ultimately to Tier 0 through automation (RPA) and AI solutions.
Lead the management of all service changes (Bugs/breakfix, Enhancements, etc.), translating improvement requests into clear business cases, sizing the effort, and driving the implementation of high-quality, scalable solutions.
Drive the strategy for Knowledge Health, overseeing the creation, maintenance, and governance of all Standard Operating Procedures (SOPs) and internal resources to ensure data accuracy and consistency in service delivery.
Lead the Quality Assurance (QA) Forum, using feedback and root cause analysis (RCA) to not only evaluate work but to implement systemic changes that improve operational processes.
Operational Planning & Partnership:
Centralized Work Intake: Design and govern the mandatory, structured Service Intake process for all requested work that engages GPS team members (e.g., continuous process improvement, system launches, testing, change management, hypercare). This centralization is essential to ensure work is not done in silos and that commitments, capacity leverage, and leadership approval are proactively managed to protect core service metrics (e.g., preventing case backlog).
Prioritization & Influence: Build and govern the structured Service Intake process for new work, projects, and programs, translating the broader team's goals to the GPS team's operational roadmap.
Act as the critical operational partner for People Systems, People Solutions, and People Process Optimization teams. You will collaborate closely with these groups to influence and inform the prioritization of their roadmaps in a data-driven way, ensuring all solutions meet GPS requirements for scale, global operational context, and employee experience.
Inform Capacity Planning & Management and the global operational cadence (Internal Team Calendars), ensuring proactive service coverage and business continuity/resiliency.
Cross-Functional Collaboration:
Collaboration & Communication: Effectively represent GPS, running multiple work streams simultaneously, and synthesizing large amounts of disparate information to engage and move decision-making forward with a wide range of stakeholders (e.g., HR Tech, People Programs, Finance).
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
Bachelor’s degree in Human Resources, Business, Operations, or a related field
8+ years of experience in HR Operations, Service Management, or Process Transformation, preferably in a high-growth, global environment.
Demonstrated experience building and maintaining a central work intake and prioritization model for an HR Service Delivery team, successfully eliminating siloed work and protecting core service metrics.
Demonstrated ability to question assumptions and think independently to solve complex, cross-functional problems.
Proven track record of defining, owning, and optimizing service delivery metrics (KPIs/SLAs), using data to drive operational excellence and continuous service monitoring.
Deep expertise in designing, implementing, and governing operational mechanics (intake, prioritization, quality, cadence) for a centralized service function.
Advanced proficiency with HRIS (e.g., Workday) and Service Management/Ticketing systems (e.g., Salesforce, ServiceNow), with a focus on system integrity and process flow.
Exceptional skills in prioritization, influence, and communication, with the ability to translate complex operational challenges and roadmaps to diverse executive and technical audiences.
Strong ability to navigate ambiguity and seamlessly transition between different work streams, leading work independently and driving clarity for others.
Preferred qualifications
Certification in ITIL, Lean, or Six Sigma methodologies.
Experience in vendor management or supporting outsourced service models.
Experience with Confluence or other knowledge management systems, and a track record of driving documentation adoption.
Data fluency with the ability to use data analysis tools to forecast demand and model operational capacity.
Experience leading service design or process migration efforts involving automation (RPA) or AI solutions.