Manager, Operations Technology

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 Platform team is the engine scaling Stripe’s Operations (i.e. Customer Experience) organization and transforming our user experience through our multi-year vision and strategy execution. We are seeking a seasoned technology leader to partner closely with our Operations Leadership team and Product and Engineering teams to build and deliver an exceptional user experience while helping Stripe manage its growth efficiently.

What you’ll do

In this expansive senior technology leadership role, you’ll be leading a team of global program managers to develop the strategy for our support experience across: all products (Connect, Subscriptions, Terminal, etc), all markets (46+ countries), all channels (phone, chat, email), all customer types (merchants, consumers), all user profiles (developers, finance teams, risk teams, customer support teams, C-suite, etc.), all touchpoints (self-serve and agent experience), all support offerings (reactive, proactive), all custom in-house built software (support.stripe.com, agent experience tools, routing) and 3rd-party tools (e.g. CRM ticketing infrastructure, phone/chat, QA, workforce management, content management, community engagement software, etc). 

If you are a leader who is motivated by intense complexity, passionate about building and developing a high-performing team, loves leading and executing the strategy for an organization, and is interested in diving into a quickly-growing team and company, we want to hear from you.

Responsibilities

• Set an inspirational technology vision for the Operations organization and build the path to execute it both in the short-term and long-term
• Futureproof our support organization by proactively evolving our technology support strategy, while also solving our day-to-day challenges with Stripe’s exponentially growing support volume
• Influence the support organization and engineering teams to pursue the highest ROI technology investments for agent and user experience and align on our org-wide technology roadmap. This includes buy vs. build decisions to ensure we are scaling fast enough while also delivering a tailored and differentiated Stripe support experience
• Advise each member of the Operations Leadership team on a technology strategy to help scale their functions (e.g. Tier 1 Vendor Management Team, Tier 2 support teams, Risk Support, Paid Services, etc)
• Lead, develop, and coach a high-performing team of managers and program managers

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

• 15+ years of experience in technical program management, product management, technical consulting, management consulting
• Experience leading, mentoring, managing, and developing a team of program managers, including experience as a manager of managers
• Experience building strong cross-functional partnerships with product and engineering teams, and influencing product and engineering roadmaps
• Experience working in customer-facing roles (e.g. customer support, back office operations, sales, partnerships, consulting, professional services, etc.)

Preferred qualifications

• Graduate degree, particularly in STEM or business fields
• Experience with customer support technologies (e.g. Salesforce, Zendesk, Twilio) or user safety / risk management technologies
• Experience leading end-to-end execution of projects/programs that have transformed their company’s operations and delivered quantifiable business impact
• Ability to identify repeated customer and agent-facing issues and build scalable technology solutions and processes to address them
• Strong critical thinking and data-analysis skills with experience navigating large data sets
• Experience with SQL or a willingness to learn
• Ability to understand Stripe’s API in the context of what our agents need to answer customer questions 
• Strong written and verbal communication skills with