Manager, Quality Support Operations

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 Support Operations organization includes the Quality Support Vendor Management Operations team. This team is crucial for strategically enabling, scaling, and sustaining the Support organization's growth. Our method involves guaranteeing that all third-party vendors supporting critical functions, such as Support, are secure, deliver high performance, and fully align with Stripe's user-first strategy.

What you’ll do

You’ll lead a group of high-performing program managers to build and optimize mission-critical business processes. You and your team own centralized processes that ensure risk operations agents are set up for success. The team serves as key thought partners in evolving Stripe’s Risk ecosystem and partners cross-functionally to achieve that evolution.

Responsibilities

• Partner cross-functionally across our Support organization to devise and execute strategies to evolve our Support infrastructure and processes in service of our top-line mission

• Support the Support business teams through scaled change management to effectively enable, launch, and scale new quality processes

• Lead a team of high-performing program managers across multiple workstreams; this includes providing consistent coaching, setting vision and goals, holding the team to a high-bar, fostering a strong team culture, and leading hiring efforts when relevant

• Own the quality business outcomes and metrics associated with Support Ops processes including operational efficiency and user experience

• 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

• 10+ years of experience in Support Operations, business process analysis, strategy and operations, consulting, and/or program management

• 8+ years of experience managing teams of program managers

Preferred qualifications

• Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal

• 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

• Experience with SQL or a willingness to learn

• Excellent communication skills with experience articulating complex topics in an easy-to-consume way