Strategic Program Manager, Support

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.

About the Team

The Support Programs team creates and executes strategies to optimize users’ experiences with Support and Stripe’s products. Stripe handles over a million support cases per year, and the team addresses strategic priorities, problem areas, and opportunities to provide an excellent customer experience.

What You’ll Do

As a Strategic Program Manager for Support, you will drive strategic initiatives to improve users’ experiences and Stripe’s efficiency and effectiveness in serving them. Your focus areas will span user-facing lines of business such as Support and Product, as well as internally focused lines of business.

You will collaborate closely with Support leadership and cross-functional leaders to inform decision-making, shape the direction of high-priority support initiatives, and ensure that the team has the resources and tools needed to deliver exceptional support.

Example strategic programs include:

• Driving the joint Support–Product strategy and operating model.
• Improving the end-to-end experience of priority user groups, such as large platforms, AI startups, and enterprises.
• Delivering value through paid support.

You will own expansive and complex topic areas, identify the highest-impact work, rally cross-functional support, and execute multiple workstreams in parallel.

Responsibilities

• Partner closely with Support leadership and cross-functional stakeholders across Stripe to scope and execute large projects addressing the Support organization’s highest priorities.
• Transition from strategy to execution by defining objectives, facilitating decision-making, translating objectives into operational plans, addressing key metrics, and ensuring delivery against those plans.
• Facilitate alignment, resolve ambiguity, and unblock dependencies across internal teams and cross-functional stakeholders.

Requirements

Minimum Requirements

• 8+ years of experience in strategy and operations, consulting, and/or program management.
• Experience working in highly cross-functional settings and in roles spanning strategy, analysis, and operations in a fast-paced environment.
• Strong program management skills, including end-to-end execution of projects or programs that transformed company operations and delivered quantifiable business impact.
• Robust critical-thinking and analytical skills, with the ability to derive strategic insights from data.
• Excellent written and verbal communication skills, with the ability to articulate complex topics clearly to leaders and peers across teams such as product, engineering, and sales.
• Ability to manage stakeholders with varying priorities and drive creative solutions and commitment to shared goals.
• Experience with tools for tracking and reporting progress, such as dashboards, project trackers, or internal documentation platforms.
• Interest in understanding product and process details to improve the experience of users and internal teams.
• Ability to execute with minimal guidance in contexts with a high degree of ambiguity.

Preferred Qualifications

• Experience in customer-facing roles, such as customer support, sales, partnerships, consulting, or professional services.
• Experience in fintech, financial services, payments, or regulated technology environments.
• Experience understanding how technical products work and identifying customer and agent pain points.
• Familiarity with SQL and data analysis platforms such as Looker, Power BI, or Tableau.