This position may no longer be available
Posted . It may have been filled, expired, or closed.
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.
The Support Process team sits within the Support org, and is responsible for creating and executing a strategy to ensure a wide range of Support operational processes are effective and efficient. Stripe handles over a million support cases per year and the Support Process team ensures we tackle the logistical problems presented by handling that volume and related operational work in a way that provides an excellent customer experience. This includes owning and executing a number of “run the business” programs, such as Launch Readiness, Quality, and Knowledge Management, as well as developing and refining operational workflows for the Support team.
As the Manager of the Support Process team, you will lead a team of 5-8 high-performing program managers in delivering effective and efficient solutions for the Support organization. You’ll collaborate closely with the Support leadership team and cross-functional stakeholders to set the roadmap and identify priorities to redefine our operating model and business processes. You will monitor and evaluate our “run the business” programs (Launch Readiness, Quality, Knowledge Management) to identify areas for improvement, advise business owners on ways to optimize, and work with the team and other partners to develop and execute solutions. You and the team will evaluate our Support workflows, and identify and deliver process improvements to drive impact to key Support metrics. You will help shape the direction of our Support processes, and will play a crucial role in ensuring that the team is equipped with the resources and tools necessary to deliver exceptional support.
If you thrive on optimizing end-to-end processes, partnering with a team to deliver operational excellence, and coaching and developing high-performing talent, we want to hear from you.
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.