Program Manager

Who we are About StripeStripe 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.What you’ll doResponsibilitiesCollaborate with cross-functional teams to build and scale operational infrastructure that supports the launch of innovative products, ensuring a seamless user experienceDesign the playbook to execute against operational requirements and deliver a best-in-class user experienceLead multiple projects simultaneously, managing timelines, resources, and stakeholder expectations to deliver impactful results that align with organizational goalsIdentify 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 workflowsEngage with stakeholders across the organization to explore new strategic initiatives, closing gaps related to user experience and compliance while driving overall operational excellenceCollaborate 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 experienceDesign 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 releasesLead multiple cross-functional projects that enable the launch of new products and featuresSimultaneously, 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 productsIdentify 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 workflowsEngage 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 teamsLead 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 budgetingWho you areWe'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 requirementsBachelor'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 processes2 years of experience designing and implementing process improvements2 years of experience scaling support operations2 years of experience communicating technical concepts to users and stakeholders2 years of experience building queries using SQL2 years of experience analyzing large datasets to draw conclusions and make recommendationsSalary: $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/weekUp 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.NY19#LI-DNI