Program Manager

Responsibilities

• Collaborate with cross-functional teams to build and scale operational infrastructure that supports the launch of innovative products, ensuring a seamless user experience;
• Design the playbook to execute against operational requirements and deliver a best-in-class user experience;
• Lead multiple projects simultaneously, managing timelines, resources, and stakeholder expectations to deliver impactful results that align with organizational goals;
• Identify and drive process improvements alongside product and engineering teams, focusing on automation opportunities, public document enhancements, and self-serve capabilities that enhance efficiency and effectiveness in workflows;
• Engage with stakeholders across the organization to explore new strategic initiatives, closing gaps related to user experience and compliance while driving overall operational excellence.
• Collaborate with cross-functional teams to build and scale operational infrastructure that supports the launch of innovative payments and business funding products, ensuring a seamless user experience;
• Design the SOPs of technical product support, including API troubleshooting, to execute against operational requirements and deliver a best-in-class user experience securing customer retention objectives for new product releases;
• Lead multiple cross-functional projects that enable the launch of new products and features;
• Simultaneously, managing timelines, resources, and stakeholder expectations to deliver impactful results that align with organizational goals that increase early user adoption of new banking and business funding products;
• Identify and drive service efficiency process improvements alongside payments and business funding product and engineering teams, focusing on automation opportunities for support processes, public document enhancements, and self-serve capabilities that enhance efficiency and effectiveness in customer support and onboarding workflows;
• Engage with stakeholders across the organization to explore new product offerings in payments, closing gaps related to user experience and compliance while driving overall excellence for user support and internal operations;
• Run incubation and governance programs for payments and banking products (Stripe Managed Payments, Stripe Capital, fiat-to-crypto onramp/Payin integrations), guiding features from private beta to General Availability by validating operational readiness with go/no-go dashboards and incubation graduation criteria that measure operations KPIs (CSAT, agent productivity, and costs), and by defining support SOPs for internal and vendor support teams; and
• Lead product compliance and operational-capacity programs for payments and banking product betas, coordinating Legal, Tax, and Risk to identify regulatory gaps (global sales tax compliance, KYC/KYB requirements) and deploy targeted automations and tooling (AI support agents, AI powered onboarding) to increase operational cost savings, limit Stripe’s liability for non-compliance, and inform support resource planning and budgeting.

Minimum requirements

• Bachelor's degree or foreign equivalent in Business, Management, Economics or a related field, plus 2 years of experience managing timelines, resources, and stakeholder expectations to deliver results that align with organizational goals.

Position also requires the following:

• 2 years of experience documenting operational processes;
• 2 years of experience designing and implementing process improvements;
• 2 years of experience scaling support operations;
• 2 years of experience communicating technical concepts to users and stakeholders;
• 2 years of experience building queries using SQL; and
• 2 years of experience analyzing large datasets to draw conclusions and make recommendations.

Salary

$148,450 - $210,600/yr.

This salary range represents the base salary range for the role and any sales commissions/sales bonuses targets, if applicable, would be in addition to the base salary.

40 hrs/week

Up to 50% telecommuting permitted.

Multiple Positions Available.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.