Strategic Programs Lead - User Communications, Advocacy & Escalations

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 Risk Operations Enablement team sits within the Risk Operations org and is responsible for partnering across Risk teams. Our mission is to enable users to seamlessly meet evolving compliance standards in a complex regulatory environment. More specifically, our team focuses on Program Management, Communications, User Escalations, User Advocacy, and GTM Engagement. As an enablement function, we work with many stakeholders including Operations, Product, Eng, GTM, and others. If you’re the type of person who enjoys working on high impact projects on a global scale, running programs from end to end, and advocating for users – you’ll love this role. Note: We do not require prior experience in Risk or Compliance to be considered for this role.

The Strategic Programs Lead, Communications, Advocacy, and Escalations sits within the Risk Operations Enablement team and serves as a key driver of Stripe’s readiness and execution for large-scale risk and regulatory initiatives. You will be expected to help define milestones and how to communicate those milestones to our users from end-to-end program management to tactical email content reviews.

What you’ll do

Responsibilities

• Customer Engagement and Escalation Support

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

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

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

• User Communications 

  • Define internal team and external user engagement strategy across our global roadmap

  • Align on key moments and milestones and how we will communicate them

  • Program manage multiple user communications in the pipeline simultaneously and ensure they are aligned with program objectives and Stripe’s brand

  • Partner and closely across Product, PMM, Content, TPM, and Ops teams on final messaging

  • Work with senior leadership to ensure sign offs

• GTM Enablement

  • Deliver enablement for GTM teams (AEs and CSMs) and partner with Technical Account Management, Enterprise Support, and Operational teams to ensure consistent understanding and execution

  • Create training sessions, field guidance, and reference documentation to drive awareness and preparedness; build and refine repeatable models for regulatory implementation, including templated communications, playbooks, and reporting standards

• Cross-Functional Leadership

  • Build deep relationships with senior leaders across GTM and Risk teams; develop clear POVs how to execute complex global projects with a user-first mentality

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

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

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

• 6+ years in working in a high-performance environment with globally diverse, matrixed stakeholders in a fast-growing scale

• Strong content writing skills (emails, presentations) and strong public speaking skills (trainings, roadshows, senior leadership discussions)

• Strong cross-functional leadership with experience aligning Product, PMM, TPM, GTM and Operations teams toward shared goals

• Experience working with customers directly and experience preparing for and leading customer conversations

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

Preferred qualifications

• Direct experience working with customers is a plus

• Direct experience external communications is a plus

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

• Prior tech experience is a plus