Manager, Scaled 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

As Stripe’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. to design, implement and grow Stripe’s operations for the next decade.

What you’ll do

We are seeking dynamic and curious leaders who are passionate about solving global user issues, building operations, and driving process improvements. These leaders will play a front-line role in developing new operational capabilities for Stripe and accelerating our growth.

While the roles we hire for are specialized within certain functional areas—such as Support, Risk, Financial Crimes, and GTM, to name a few—we welcome strong operators who are eager to learn about new business areas. We’ve seen many successful Managers join our operations and effectively lead teams in areas where they had little prior experience. We believe that a great manager can learn anything, and this belief has been proven true by the success of these managers at Stripe. This mindset is not unique to the SDC but is a core part of our culture.

In this role, you will recruit, manage, and develop a group of Operations Associates. Depending on your function, your team will generally investigate accounts, resolve issues, and ensure an exceptional user experience. As a Manager, you will foster the happiness of your team members and guide them to be their best through feedback, coaching, mentoring, and advocacy within the organization. This includes helping to set team goals and utilizing metrics to efficiently measure and guide team performance toward achieving those goals. To be a good fit, you should have a strong operations mindset, possess business acumen, be able to move quickly, and be passionate about delivering an outstanding user experience.

Responsibilities

• Recruit, manage, coach, and develop a new team of in-office Operations Associates 
• Guide your team in handling daily user engagements, escalations, and reviews
• Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact
• Build a great culture and ensure team members are happy, effective, and growing in their career
• Set clear goals and direction, and provide regular feedback on team members’ performance
• Be data-driven in your analysis of performance, and in your decision making
• Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment

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.

Minimum requirements

• At least 5+ years of direct people management experience 
• Ability to partner effectively with internal globally distributed stakeholders
• Operational background including new process launches / improvements and service delivery
• Skill and credibility doing the core work of a user facing team with a high bar for quality, and a willingness to lead by example
• Problem-solving skills and comfort operating without clear guidelines
• Excellent written and verbal communication skills in both English and Spanish

Preferred qualifications 

• Experience in payments, e-commerce, or fintech mitigating digital/card-not-present fraud
• Experience in building and scaling new teams from zero
• Experience operating in a high growth technology company