Strategic Program Manager, Support

<h2><strong>Who we are </strong></h2> <h3><strong>About Stripe</strong></h3> <p><span style="font-weight: 400;">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.</span></p> <h3><strong>About the team</strong></h3> <p>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.</p> <h2><strong>What you’ll do</strong></h2> <p>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 highest priority 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.</p> <p>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.</p> <p>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.</p> <h3><strong>Responsibilities</strong></h3> <ul> <li>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</li> <li>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</li> <li>Facilitate alignment, resolve ambiguity, and unblock dependencies across internal teams and cross-functional stakeholders</li> </ul> <h2><strong>Who you are</strong></h2> <p><span style="font-weight: 400;">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.</span></p> <h3><strong>Minimum requirements</strong></h3> <ul> <li>8+ years of experience in strategy and operations, consulting, and/or program management</li> <li>Experience working in highly cross-functional settings, and in a role that spans strategy, analysis, and operations in a fast-paced environment</li> <li>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</li> <li>Robust critical thinking and analytical skills, with the ability to derive strategic insights from data</li> <li>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</li> <li>Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal</li> <li>Experience with tools for tracking and reporting progress such as dashboards, project trackers, or internal documentation platforms</li> <li>An interest in digging into the details of products and processes to improve the experience of our users and internal teams alike</li> <li>An ability to execute with minimal guidance, and in contexts with a high degree of ambiguity</li> </ul> <h3><strong>Preferred qualifications</strong></h3> <ul> <li>Experience working in customer-facing roles (e.g. customer support, sales, partnerships, consulting, professional services, etc.)</li> <li>Experience in fintech, financial services, payments, or regulated technology environments</li> <li>Experience digging in to understand how new-to-you technical products work, and understanding customer and agent pain points</li> <li>Familiarity with SQL and data analysis platforms such as Looker, Power BI, or Tableau</li> </ul>