Strategic Program Manager for Support at Stripe, driving initiatives to optimize customer support experience and cross-functional alignment. Focus on strategy execution, resource planning, and improving support delivery across user segments.
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.
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.
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.
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.
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.
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.