Operations Technology Program Manager

Details

Who we are

About Stripe

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

The Operations Technology team is responsible for building the infrastructure to help our Operations organizations scale. Businesses that run on Stripe - from fledgling upstarts to household names - place significant trust in Stripe to accelerate their success. This makes our user-facing teams, and the software layer that connects them with users, mission-critical: users need fast, accurate and contextualized answers to their questions - 24/7 - over phone, chat, and email. Our Ops Tech team partners with product and engineering teams to identify, scope, prioritize, pilot, and roll out tooling and product improvements to help Stripe help our users. From self-serve optimization, to agent diagnostic and resolution tools, to tools driving internal efficiency across Stripe, our team’s mandate is expansive (2K+ support agents) and the biggest lever for improving our overall support experience.

What you’ll do

As an Ops Technology Program Manager, you will be responsible for deeply understanding customer pain points as well as Ops priorities and metrics, translating those priorities into tooling needs, and then driving change at the intersection of Operations and our partner engineering teams.

We’re looking for folks who are laser-focused on metrics, seek to find the win-win with cross functional stakeholders, have demonstrated technical aptitude, and have the ability to lead through ambiguity.

Responsibilities

• Deeply understand user, agent, and partner organization pain points
• Utilize SQL to pull, analyze and articulate quantifiable business impact
• Translate business needs and operational pain points into technical requirements and product opportunities
• Work with Ops front line and engineers to debug technical issues
• Partner with the product and engineering teams to prioritize, pilot, and roll out new capabilities
• Assess and communicate implications of engineering developments to the Operations organization
• Represent Ops in product and engineering roadmap conversations

Who you are

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

• 5+ years in program management, preferably at high-growth technology company with a track record of top performance; more senior opportunities available for those with more experience
• A track record of leading end-to-end execution of projects/programs that deliver quantifiable business impact
• Experience distilling complex needs to clear solutions
• Demonstrated ability to learn the implications of new technologies and systems
• Strong critical thinking and data-analysis skills, including SQL capability
• Enthusiasm for diving deep to understand the root cause of issues
• Initiative to propose creative solutions to cross-functional partners, especially in an engineering and product environment
• A desire to work in a fast-paced environment while balancing multiple priorities
• Strong written and verbal communication skills with a talent for articulating user challenges

Preferred qualifications

• A deep understanding of Operations or Support organizations
• Experience with technical platforms
• Experience partnering directly with product and engineering teams throughout the product development lifecycle and/or go-to-market
• Experience in strategy consulting or finance
• Experience in a high-growth technology company
• Familiarity with CRM and/or customer care software
• Experience in other user-facing roles (e.g. customer support, sales, etc) that require time-sensitive responses

Hybrid work at Stripe

This role is available either in an office or a remote location (typically, 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, in most cases, 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 or plan to live.

Pay and benefits

The annual US base salary range for this role is $165,200 - $247,800. 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.

We look forward to hearing from you

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.