Product Lead, Support Experience

Product Lead For Support Experience

Stripe is a financial infrastructure platform for businesses. Millions of companiesfrom the world's largest enterprises to the most ambitious startupsuse 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 Experience group develops and applies technology at all points of the user support journey to solve customer problems at scale, keeping millions of business running and unlocking growth across Stripe's product suite.

As a Product Lead for Support Experience, you will be devising strategy, developing product requirements, and driving execution for critical initiatives that create a world class support experience for all of Stripe's customers and users. You'll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like. You'll be leading and growing a team of experienced Product Managers who have a track record of delivering high impact products that elevate the support experience for Stripe's users and our user-facing support teams. Support is a high-visibility area at Stripe and you'll need to be comfortable orienting company leadership around your goals.

Responsibilities include:

• Own and drive the product roadmap for the future of conversational AI and human support at Stripe
• Shape strategy, steer product requirements, and hold a high bar for the execution of high impact initiatives that impact key segments and top customers.
• Partner with Stripe's AI teams to unlock opportunities for serving users more effectively
• Build strong relationships with senior leaders across Operations to continually uplevel our human support functions
• Grow and coach a global team of PMs in building systems and platforms for conversational and human agents.

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 include:

• 3+ years of managing product managers, 8+ years as a product manager
• Deep user empathy and a high bar for user experience
• Experience developing a multi-year vision, strategy and roadmap for large scale products
• Experience hiring, managing, and building high performing customer-focused Product Management teams in multiple continents
• Experience leading cross-team initiatives from ideation to execution
• Technical expertise: You've led technical products and/or have a background in computer science (or similar)
• Strong written and verbal communication skills

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

The annual US base salary range for this role is $220,000 - $330,000. For sales roles, the range provided is the role's On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

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.

Office locations: Seattle, New York, or South San Francisco HQ

Team: Payments

Job type: Full time