Strategic Program Manager - Support

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 Programs team is responsible for creating and executing strategies to optimize our users’ experience not only with Support, but with how they experience our Products. Stripe handles over a million support cases per year, and the Support Programs team ensures we address the highest strategic priorities to address problem areas and opportunities to provide an excellent customer experience.

What you’ll do

As a Strategic Program Manager for Support, you will drive strategic initiatives to improve our users’ experience and our efficiency and effectiveness to serve them. Your focus areas will span user-facing lines of business such as Support, Product, and internally-focused lines of business. You will collaborate closely with Support leadership and other cross-functional leaders to inform decision-making and help shape the direction of our support initiatives, and will play a crucial role in ensuring that the team is equipped with the resources and tools necessary to deliver exceptional support.

Some example strategic programs include: driving the joint Support-Product strategy and operating model, improving the end-to-end experience of priority user groups (such as large platforms, AI start-ups, and Enterprises), and paid support value delivery.

If you thrive on owning an expansive and complex topic area, teasing out the highest-impact work to tackle, rallying cross-functional support, and executing against multiple workstreams in parallel to hit your objectives, we want to hear from you.

Responsibilities

• Partner closely with Support leadership and cross-functional stakeholders throughout Stripe to scope and execute wholly-owned large projects to address the highest priorities for the Support organization

• Seamlessly transition from strategy to execution, by defining objectives, facilitating decision making, translating into operational plans to address key metrics, and ensuring execution and delivery against those plans

• Facilitate alignment, resolve ambiguity, and unblock dependencies across internal teams and cross-functional stakeholders

Who you are

We are 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

• 8+ years of experience in strategy and operations, consulting, and/or program management

• Experience working in highly cross-functional settings, and in a role that spans strategy, analysis, and operations in a fast-paced environment

• 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

• Robust critical thinking and analytical skills, with the ability to derive strategic insights from data

• 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, such as product, engineering, and sales

• Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal

• Experience with tools for tracking and reporting progress such as dashboards, project trackers, or internal documentation platforms

• An interest in digging into the details of products and processes to improve the experience of our users and internal teams alike

• An ability to execute with minimal guidance, and in contexts with a high degree of ambiguity

Preferred qualifications

• Experience working in customer-facing roles (e.g. customer support, sales, partnerships, consulting, professional services, etc.)

• 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