Product Manager, Support Experience

Product Manager, Support Experience

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.

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 Manager for Support Experience, you will be responsible for improving the outcomes of Stripe's user-facing AI agent that holds 100k+ conversations per week. You'll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like. You'll directly build agent capabilities to solve real-world user problems. That means getting hands-on with prompts, evals, skills, tools and the machinery that lets you introspect and identify opportunities within the conversational experience.

Make Stripe's conversational AI agent as capable and effective as our best human agents by identifying customer problems and building solutions to them.

Be opinionated on the UX for conversational AI - the best experiences are a hybrid of UI and conversation - you'll need to identify the primitives we need to build to be successful.

Build, ship and iterate on AI skills, and help build the systems that enable the rest of Stripe to do the same.

Create continuous improvement loops from problems to scaled AI solutions and relentlessly accelerate those loops.

Redefine how we think about quality for agentic conversations

Partner with the Conversation UX and Platform teams to unlock novel capabilities for the AI agent.

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.

Our ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills, and the desire to create something new.

5+ years of experience as a Product Manager

Deep user empathy and a high bar for user experience

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

This role is available either in an office or a remote location (35+ miles or 56+ km from a Stripe office).

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

A remote location is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently live or plan to live.

The annual US base salary range for this role is $146,400 - $219,600. 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.