Product Support Operations Manager, Stripe Delivery Center

Stripe

  • Full Time

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

As Stripe’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. We strive to deliver frictionless experiences for all of our users, whether they are an Independent Business, Startup, SMB, or Enterprise and our mission is to provide all Stripe Users with the best support experience possible. 

 

What you’ll do

You will recruit, manage, and develop a group of Operations Associates that are focused on preventing and resolving user issues and optimizing our operational processes. This person cultivates the happiness of their team members while guiding them to be the best they can be, through feedback, coaching, mentoring, and advocacy within the organization. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals. You will have a strong operations mindset, be able to move quickly, and be passionate about delivering an incredible User experience.

 Responsibilities:

  • Recruit, manage, coach, and develop a new team of in-office Operations Associates and specialists
  • Guide your team to design and deliver incredible User experiences
  • Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact
  • Build a great culture and ensure team members are happy, effective, and growing in their career
  • Set clear goals and direction, and provide regular feedback on team members’ performance
  • Be data-driven in your analysis of performance, and in your decision making
  • Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment

 

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:

  • At least 5+ years of direct people management experience and 10+ years of relevant industry work experience.
  • Experience working cross-functionally with multiple teams to deliver high impact initiatives 
  • Experience in delivering weekly and monthly business metrics and reporting
  • Excellent written and verbal communication skills
  • An ability to partner effectively with internal stakeholders
  • Background of identifying and remediating quality gaps in team performance
  • Passion for process improvement and innovation

Preferred qualifications:

  • Experience in building and scaling new teams from zero 
  • Strong operational background including new process launch, service delivery in a high growth technology company