Product Lead, Support Experience

at Stripe

📍 New York City, United States
📍 South San Francisco, United States
📍 Seattle, United States

USD 220,000-330,000 per year

SENIOR

✅ On-site

Tech Stack
Tag name is followed by "@" symbol and proficiency level value. About proficiency levels:

1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;

3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;

7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;

10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.

AI @ 4 Communication @ 7 Hiring @ 4 Product Management @ 4

Details

Stripe is a financial infrastructure platform for businesses. The Support Experience group develops and applies technology across the user support journey to solve customer problems at scale and support growth across Stripe's product suite.

As Product Lead for Support Experience, you will devise strategy, develop product requirements, and drive execution for initiatives that create a world-class support experience for Stripe's customers, users, and user-facing support teams. You will work at the forefront of applied AI, solving problems for businesses and consumers and redefining the support experience.

You will lead and grow a team of experienced Product Managers who have delivered high-impact products. Support is a high-visibility area at Stripe, and the role requires orienting company leadership around product goals.

Responsibilities

Own and drive the product roadmap for the future of conversational AI and human support at Stripe.
Shape strategy, steer product requirements, and maintain a high bar for execution of high-impact initiatives affecting key segments and top customers.
Partner with Stripe's AI teams to identify opportunities to serve users more effectively.
Build strong relationships with senior leaders across Operations to continually improve human support functions.
Grow and coach a global team of Product Managers building systems and platforms for conversational and human agents.

Requirements

3+ years of managing Product Managers and 8+ years of experience 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 across multiple continents.
Experience leading cross-team initiatives from ideation through execution.
Technical expertise, including experience leading technical products and/or a background in computer science or a similar field.
Strong written and verbal communication skills.
Comfort working in ambiguity, strong technical skills, and a desire to create something new.