• Job Description

  Req#: 5673701

  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 High Performance Operations (HPO) team is an engine scaling operational excellence across Stripe through multi-year vision and strategy execution. This leader will partner closely with our Head of Operations, the Operations Leadership team, and multiple Product and Engineering teams to accelerate Stripe’s ability to delight our users and manage growth efficiently.

  What you’ll do

  In this expansive senior leadership role, you’ll be leading a team of global program managers to leverage technology in making step-change operational improvements across products (Connect, Subscriptions, Terminal, etc), markets (46+ countries), channels (phone, chat, email), customer types (merchants, consumers), user profiles (developers, finance teams, risk teams, customer support teams, C-suite, etc.), and more. You will define operating and engagement models and incubate teams and programs to ensure that we can scale to meet Stripe’s ambitions.

  Responsibilities

  • Lead and grow a high-performing global team of program managers to drive key priorities that are highly visible to Stripe executives
  • Set an inspirational vision and build the path to execute it in both short and long term horizons
  • Futureproof our organization by proactively evolving our operations strategy, while also solving day-to-day challenges with Stripe’s rapidly growing volume
  • Influence operations and engineering teams to pursue the highest-ROI investments. This includes buy vs. build decisions to ensure we are scaling fast enough while also delivering a differentiated Stripe experience
  • Partner with Product and Engineering orgs to build and deploy technology to scale the capabilities of Stripe’s globally distributed Delivery Centers
  • Drive material improvements in top-line metrics (e.g. CSAT, first response resolution, first response service-level agreement, contact rate, productivity, etc)

  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

  • 12+ years of experience in business operations, strategy operations, technical consulting, management consulting, program management, or product management
  • 10+ years experience leading, mentoring, managing, and developing a team of program managers, including experience as a manager of managers
  • Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal.
  • 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, sales, partnerships, consulting, professional services, etc.)
  • Skilled at tackling ambiguous problems and defining and executing strategies that clarify the problems and deliver quantifiable business impact
  • Strong critical thinking and data-analysis skills with experience navigating large data sets
  • Excellent written and verbal communication skills, with a precise talent for articulating customer challenges

  Preferred qualifications

  • Experience with customer support technologies (e.g. Salesforce, Zendesk, etc.)
  • 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
  • Experience with SQL or a willingness to learn

• About the company

  Stripe, Inc. is an Irish-American financial services and software as a service company dual-headquartered in San Francisco, United States and Dublin, Ireland.

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