Operations Program Manager, Capital Collections

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 Our Collections team focuses on effectively recovering overdue Stripe Capital loans while maintaining a positive user experience. We are committed to balancing the necessity of efficient collections with a customer‑centric approach. By aligning with Stripe's values and the PXO (Product Experience Operations) standards, we strive to enhance recovery rates and streamline our operations, ensuring clarity and support for our customers at every step. What you’ll do As an Operations Program Manager, you will own and evolve the programs that drive our collections operations—while staying close to the work itself. You will directly handle complex cases to build deep process knowledge and customer empathy, and use those insights to design scalable, data‑driven improvements. Your work will span program strategy, hands‑on casework, cross‑functional collaboration, and operational scaling to improve key objectives such as recovery rates, customer experience and compliance. Responsibilities Casework & Process Expertise: Own complex and escalated collections cases end‑to‑end, building firsthand understanding of customer pain points, process gaps, and regulatory nuances to inform program decisions. Program Strategy & Execution: Design, launch, and manage collections programs aligned with business objectives, regulatory requirements, and customer experience goals. Scaling & Process Optimization: Identify opportunities to automate, standardize, and scale collections operations—reducing manual effort while improving efficiency and consistency as volume grows. Compliance & Quality Assurance: Ensure regulatory and policy compliance across all collections activities. Build and maintain QA frameworks—including audits and calibration—to uphold quality standards. Data & Performance Management: Monitor program performance through analytics, identify trends and areas for improvement, and develop data‑driven strategies to optimize outcomes. Cross‑Functional Collaboration: Partner with Product, Engineering, Compliance, and Operations teams to align collections programs with platform capabilities and drive long‑term systemic improvements. Documentation & Enablement: Build and maintain process documentation, playbooks, and training materials that empower the team and reduce knowledge silos. Who you are We're looking for someone who is equally comfortable in the details of a complex case and in the strategic design of programs that serve thousands of customers. You are a proactive problem solver who constantly challenges the status quo and pushes for innovation in how collections operations run. If you meet the minimum requirements below, we encourage you to apply. 3+ years of program management experience, with a focus on operational process design, implementation, and scaling. Willingness and ability to perform hands‑on casework alongside program responsibilities. Strong analytical skills with the ability to use data to drive decisions and measure impact. Proven experience delivering cross‑functional initiatives and influencing stakeholders without direct authority. Excellent communication skills—comfortable conveying complex or sensitive topics to both technical and non‑technical audiences. Experience managing multiple concurrent projects in a fast‑paced, high‑growth environment with shifting priorities. Preferred qualifications Experience in financial services or fintech, particularly in collections or lending operations. Familiarity with automation tools and techniques, including a working knowledge of SQL. Experience in change management—taking initiatives from conception through scaled execution. Background in a compliance‑sensitive environment with knowledge of relevant regulatory frameworks. Experience designing or managing QA programs, including audit methodologies, scoring calibration, and quality feedback loops. 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 $112,000 - $168,000. 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. At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us. #J-18808-Ljbffr Stripe