Strategic Programs Lead - Operations & GTM

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 Technical Account Management, Support & Services (TAMSS) organization works directly with Stripe’s most critical users to ensure they are successful and supported. TAMSS partners cross-functionally across Product, Engineering, Risk, and Go-To-Market (GTM) teams to deliver technical consultation, resolve complex issues, and drive success across Stripe’s global platform.

The Strategic Programs Lead, Operations & GTM sits within TAMSS and serves as a key driver of Stripe’s readiness and execution for large-scale risk and regulatory initiatives. This role acts as the connective tissue between internal risk and product teams, cross-functional partners, and the field organization, with the goal of delivering exceptional execution and proactive support for both users with and without a TAM Support Plan. The GTM Risk Specialist will work across customer segments, with a global scope and hybrid internal and external engagement.

What you’ll do

Responsibilities

• Program Ownership and Execution

  • Drive execution of user-facing work for regulatory programs, compliance requirements, and major risk initiatives impacting Stripe’s largest users

  • Define clear workstreams, outcomes, and timelines in partnership with cross-functional Risk Program Management and Product teams as well as our scaled Support Operations

  • Own execution plans from end to end including cross-functional coordination, tracking, risk mitigation, and status reporting

  • Build and maintain dashboards and tracking tools to ensure accountability and transparency across phases

• Cross-Functional Leadership

  • Serve as the primary GTM representative for risk-related initiatives across Risk Product, Engineering, Risk Operations, Legal, and Compliance

  • Help translate regulatory and technical requirements into structured plans and user-facing guidance

  • Facilitate alignment, resolve ambiguity, and unblock dependencies across internal teams and field stakeholders

• User Segmentation and Resource Management

  • Analyze impacted user populations to design differentiated segments that map to tailored plans for communication, training, execution, and enforcement

  • Coordinate resource planning (e.g., surge staffing) to ensure quality and consistency across customer engagement regardless of resourcing model

• Internal and User Enablement

  • Deliver enablement for TAMs, Support Operations, CSMs, AEs, and other internal teams to ensure consistent understanding and execution

  • Create training sessions, field guidance, and reference documentation to drive awareness and preparedness

  • Partner with field teams to provide bespoke support for priority users requiring elevated guidance or remediation

• Customer Engagement and Escalation Support

  • Act as the primary point of contact for field teams during major regulatory events or product transitions with clarity, responsiveness, and accuracy

  • Handle escalations and directly engage with user executives when required to explain timelines, decisions, and next steps

• Process Standardization and Continuous Improvement

  • Build and refine repeatable models for regulatory implementation, including templated communications, playbooks, and reporting standards

  • Conduct retrospectives and synthesize learnings to continuously raise the bar on execution

  • Contribute to a long-term operating model that reduces GTM friction and improves field alignment with Risk teams

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 in program management, with a proven track record of leading large-scale strategic initiatives across global customer bases from planning through to execution

• Strong cross-functional leadership with experience aligning product, engineering, risk, and GTM teams toward shared goals

• Robust analytical skills with the ability to derive strategic insights from data as well as monitor progress, surface issues, and ensure high-quality execution

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

• Exceptional written and verbal communication skills including the ability to interface with executive-level stakeholders

Preferred qualifications

• Experience in fintech, financial services, payments, or regulated technology environments, with proven success in translating complex regulatory or technical concepts into practical action plans and user guidance

• Background in platforms, marketplaces, SaaS infrastructure, or global onboarding/risk requirements

• Experience designing enablement programs including webinars, field training, and reference guides

• Prior experience managing hybrid teams, including contractors or external surge staffing

• Familiarity with SQL and data analysis platforms such as Looker, Power BI, or Tableau

• Bachelor’s degree or equivalent experience in a related field such as Business, Risk Management, or Information Systems