Program Manager, Core Operations

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

Core Operations delivers systematic & scalable support for regulatory enablement, encompassing the areas of verification requirement updates, privacy, public policy, data locality and complaints. We help the company adapt to a changing environment, anticipate and respond to challenges, and advocate for the needs of our users. Specifically, the Core Operations team enables users to adhere to evolving regulatory and financial partners’ requirements in each jurisdiction that Stripe operates in while minimizing user friction.

What you’ll do

Stripe is looking for a program manager to join Core Operations to scale verification updates. This person will work closely with our Operations, Product, Legal & Engineering teams, in addition to multiple other stakeholders across Stripe to build the operational infrastructure enabling successful Stripe support and scale regulatory compliance for newly launched products and programs. As a result, you’ll ensure Stripe user experience is always top of mind and impact on their business is minimized. The successful candidate flourishes in a fast-paced, ambiguous and collaborative environment and is excited to solve complex problems.

Responsibilities

* Manage the completion of milestones and delivery of large-scale cross-functional initiatives.
* Prepare and monitor key user support indicators and reports, including reports required by law and regulations.
* Refine tools, strategize and organize processes and education to increase the quality of the user experience; identify possible flaws or failures to comply with the legal and regulatory standards and successfully collaborate with multiple Stripe teams to execute thorough remediation strategy and action plans.
* Collaborate with Product, Engineering, Risk, Legal & Compliance etc. to improve our products and processes.
* Surface and document edge case user requests and work with regional teams to validate requirements and proposed solutions.

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.

* Have 8+ years of experience in operational, product, consulting, or project management roles.
* Enjoy a fast-paced work environment and crafting rapid and strategic fixes to high intensity problems.
* Obsessively ensure that users’ rights are preserved with clear, objective, conclusive and timely responses.
* You have strong written and verbal communication skills with strong empathy for solving user problems.
* Data driven decision making is your happy place.
* Are comfortable navigating through ambiguity, and have a keen eye for detail and a high bar for quality.
* Have a strong sense on how to scale great user support experience and can design and continuously improve operational processes.
* Have an ability to execute and deliver complex operational projects involving multiple stakeholders.

Nice to have

* You enjoy digging deep into data, can analyze user feedback patterns and use these insights to drive improvements. Being proficient in SQL, Splunk or equivalent query languages is desirable.

Hybrid work at Stripe

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.

Pay and benefits

The annual salary range for this role in the primary location is €80,200 - €120,200. This range may change if you are hired in another location. 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 specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.

Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.