Enterprise Product Support Manager

Job Title

Enterprise Product Support Manager

About the Team

The Enterprise Product Support team directly supports Stripe's largest and fastest-growing users, partnering with them to grow their business.

What You'll Do

In this role, you will recruit, manage, and develop a group of Operations Associates that are focused on supporting Stripe's Enterprise users. This person will cultivate the happiness of their team members while guiding them to be the best they can be, through feedback, coaching, mentoring, and advocacy within the organization.

Responsibilities

• Guide the organization to design and deliver incredible user experiences in globally and in APAC region
• Recruit, manage, coach, and develop a team of Enterprise Support Specialists
• Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact
• Identify gaps in current systems, policies, and strategies, and recommend enhancements and process improvements to mitigate risks
• 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 8+ years experience leading operations support teams
• Experience working cross-functionally with multiple teams to deliver high-impact initiatives
• Experience in delivering weekly and monthly business metrics and reporting
• Excellent written and verbal communication skills
• An ability to partner effectively with internal stakeholders
• Background of identifying and remediating quality gaps in team performance
• Passion for process improvement and innovation
• Ability to periodically work a weekend day for which you will receive a weekday off

Preferred Qualifications

• Experience in building and scaling support teams
• Experience in expanding vernacular language operations
• Strong operational background including experience with new process launches and service delivery in a high-growth technology company