Consumer Operations, Program Manager

Consumer Operations, Program Manager
- Stripe, LLC
- New York, NY
Who we are
About Stripe

Stripe, LLC. 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.

• Lead or collaborate with cross-functional teams, including Product, Engineering, Legal, Compliance, Support, Operations Technology, and Vendor Management, to define operational requirements for new Link/Crypto onramp products, features, and experiments.
• Partner with Product and Engineering teams to design and implement the infrastructure and tools needed to support operational workflows.
• Represent the interests of users in product development discussions and advocate for solutions that improve the consumer experience.
• Develop customer support strategies and implement tools to enhance self-service options for users.
• Ensure operational processes and product features comply with applicable local laws, regulations, and consumer protection requirements.
• Monitor and analyze operational metrics, driving continuous improvements to meet key performance objectives, such as consumer satisfaction, contact rate, and service-level agreements (SLAs).

Must have a Bachelor's degree or foreign equivalent in Business, Management, Economics or a related field, plus 5 years of post bachelor's progressive experience in Operations. Must also have each of the following:

• 5 years experience pulling data, creating queries and analyzing large datasets using SQL.
• 4 years experience leading end-to-end execution of large, cross-functional projects to improve user and Support Specialist experience and operational efficiency.
• 1 year of experience with designing and executing comprehensive test cases for new features, system updates, and process changes.
• 1 year experience coordinating feedback loops between end users, support teams and product teams.
• 1 year experience writing Product Requirement Documents (PRDs) and Business Requirement Documents (BRDs) and the ability to translate operational needs into technical requirements.
• 1 year experience with CRM and support platforms including Salesforce, Case Studio, and CRV, including designing and implementing automations, workflows, and routing logic to reduce manual tasks for Support agents.

Salary: $150,301 - $210,600/yr

This salary range represents the base salary range for the role and any sales commissions /sales bonuses targets, if applicable, would be in addition to the base salary.

40 hrs/week

50% Telecommuting permitted

Multiple Positions Available.

Additional benefits for this role may include:

• equity
• company bonus or sales commissions/bonuses
• 401(k) plan
• medical, dental, and vision benefits
• wellness stipends

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