Operations Technology Program Manager

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

The Risk Operations Technology team is responsible for building the infrastructure to scale our Risk operations.  Businesses that run on Stripe - from fledgling upstarts to household names - place significant trust in Stripe to accelerate their success. This makes our user-facing teams, and the software layer that connects them with users, mission-critical: users need fast, accurate and contextualized answers to their questions - 24/7 - over phone, chat, and email. Our Ops Tech team partners with Risk product and engineering teams to identify, scope, prioritize, pilot, and roll out tooling and product improvements to protect Stripe and serve our users. From machine learning model development, to agent diagnostic and resolution tools, to tools driving internal efficiency across Stripe, our team’s mandate is expansive and a major lever in both protecting Stripe and its users from risk as well as improving the user experience.

What you’ll do

As an Ops Technology Program Manager, you will be responsible for deeply understanding customer pain points as well as Risk priorities and metrics, translating those priorities into tooling needs, and then driving change at the intersection of Operations and our product and engineering teams. 

We’re looking for someone who is laser-focused on metrics, seeks to find the win-win with cross functional stakeholders, has demonstrated technical aptitude, and has the ability to lead through ambiguity.

Responsibilities

• Deeply understand user, agent, and partner organization pain points
• Translate business needs as well as operational pain points and risk into technical requirements and product opportunities
• Utilize SQL to pull, analyze and articulate quantifiable business impact
• Work with Ops front line and engineers to debug technical issues and strategize scalable solutions to root problems
• Partner with the product and engineering teams to prioritize, pilot, and roll out new capabilities for the Risk organization
• Assess and communicate implications of engineering developments to the Operations organization
• Represent Ops in product and engineering roadmap conversations

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

• 5+ years in program management, preferably at high-growth technology company with a track record of top performance
• A track record of leading end-to-end execution of projects/programs that deliver quantifiable business impact
• Experience distilling complex needs to clear solutions
• Demonstrated ability to learn the implications of new technologies and systems
• Strong critical thinking and data analysis skills, including SQL capability
• Enthusiasm for diving deep to understand the root cause of issues
• Initiative to propose creative solutions to cross-functional partners, especially in an engineering and product environment
• A desire to work in a fast-paced environment while balancing multiple priorities
• Strong written and verbal communication skills with a talent for articulating user challenges

Preferred qualifications

•  A deep understanding of Operations and/or Risk organizations
• Experience with technical platforms
• Experience partnering directly with product and engineering teams throughout the product development lifecycle and/or go-to-market
• Experience in strategy consulting or finance
• Experience in a high-growth technology company
• Familiarity with CRM and/or customer care software
• Experience in other user-facing roles (e.g. customer support, sales, etc) that require time-sensitive responses