Strategic Program Manager, Support
About the role
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. The mission is to increase the GDP of the internet.
About the Team
The Support Programs team is responsible for creating and executing strategies to optimize users' experience with Support and Stripe Products. Stripe handles over a million support cases per year, and the Support Programs team ensures the highest strategic priorities are addressed to provide excellent customer experience.
What You'll Do
As a Strategic Program Manager for Support, you will drive strategic initiatives to improve user experience and efficiency in serving customers. Your focus areas will span user-facing lines of business such as Support and Product, as well as internally-focused initiatives. You will collaborate closely with Support leadership and cross-functional leaders to inform decision-making and shape the direction of highest priority support initiatives.
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, and paid support value delivery.
Responsibilities
- Partner closely with Support leadership and cross-functional stakeholders to scope and execute large projects addressing the highest priorities for the Support organization
- Transition seamlessly from strategy to execution by defining objectives, facilitating decision making, translating into operational plans, and ensuring execution against those plans
- Facilitate alignment, resolve ambiguity, and unblock dependencies across internal teams and cross-functional stakeholders