Staff Product Manager, Support Experience

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. Stripe’s mission is to increase the GDP of the internet and put the global economy within everyone’s reach.

About the Team

The Support Experience group develops and applies technology across the user support journey to solve customer problems at scale, keep millions of businesses running, and unlock growth across Stripe’s product suite.

The rise of AI agents has fundamentally changed how users interact with Stripe. A supermajority of conversations with Stripe now occur via AI across various surfaces, including third-party platforms. These conversations blend planning, building, configuration, and troubleshooting.

As a Product Manager for Support Experience, you will be responsible for building the platform that enables Stripe’s user-facing AI agent to solve problems across the Stripe product suite. You will develop rapid AI-powered feedback loops that enable product teams across Stripe to continuously improve the conversational experience and build infrastructure for powerful and flexible conversational experiences across Stripe’s merchant dashboard, consumer apps, and experiences mediated by third-party agents.

You will work at the forefront of applied AI, solving problems for businesses and consumers and redefining what great user support can be.

Responsibilities

• Create the home for product teams to safely build, understand, and improve their conversational experiences.
• Build feedback loops from conversations through improvement recommendations to generating evaluations and prompts.
• Make Stripe’s conversational AI agent as capable and effective as its best human agents by identifying scalable ways to improve its capabilities across surfaces, user segments, and products.
• Integrate human and AI conversations in the platform so teams can understand and manage both.
• Develop infrastructure that enables internal and external AI experiences to be driven from the same foundational primitives, allowing teams to build once and make capabilities available for internal, external, and third-party use cases.
• Partner with go-to-market teams on expanding assistive capabilities to Stripe’s go-to-market layer.
• Partner with the Conversation UX team to unlock novel capabilities for the AI agent.

Requirements

• 12+ 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 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.
• The ideal candidate is relentlessly user-focused, comfortable with ambiguity, technically skilled, and motivated to create something new.