Strategic Program Manager – Support

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

📋 Program Manager

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Stripe

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

💳 Fintech

🛍️ eCommerce

🤝 B2B

💰 Venture Round on 2021-05

Fintech • eCommerce • B2B

Stripe is a global payments processing platform that enables businesses to accept online and in-person payments. It offers a comprehensive suite of financial services, including payment processing, billing, and revenue management tools, aimed at businesses of all sizes, from startups to enterprises. By providing a developer-friendly API, Stripe allows businesses to streamline their payment operations and embed financial services directly into their applications, facilitating both B2B and B2C transactions.

📋 Description

• Drive strategic initiatives to improve users’ experience and Stripe’s efficiency and effectiveness in serving them • Collaborate with Support leadership and cross-functional leaders to inform decision-making and shape high-priority support initiatives • Ensure the Support team has the resources and tools necessary to deliver exceptional support • Drive strategic programs such as the joint Support-Product strategy and operating model, priority user-group experience improvements, and paid support value delivery • Partner with Support leadership and cross-functional stakeholders to scope and execute large projects addressing Support’s highest priorities • Define objectives, facilitate decision-making, translate strategies into operational plans, and ensure execution against key metrics • Facilitate alignment, resolve ambiguity, and unblock dependencies across internal teams and stakeholders

🎯 Requirements

• 8+ years of experience in strategy and operations, consulting, and/or program management • Experience in highly cross-functional settings spanning strategy, analysis, and operations in a fast-paced environment • Strong program management skills managing end-to-end execution of projects or programs that transformed company operations and delivered quantifiable business impact • Robust critical thinking and analytical skills, with ability to derive strategic insights from data • Excellent written and verbal communication skills, including articulating complex topics clearly to leaders and peers across product, engineering, and sales • Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to shared goals • Experience with dashboards, project trackers, or internal documentation platforms for tracking and reporting progress • Interest in understanding product and process details to improve user and internal-team experiences • Ability to execute with minimal guidance in highly ambiguous contexts • Preferred: customer-facing experience; fintech, financial services, payments, or regulated technology experience; experience understanding technical products and customer/agent pain points; familiarity with SQL and Looker, Power BI, or Tableau