Description
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 Stripe Delivery Center (SDC) strategy provides operational leverage and expands Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. The goal is to deliver frictionless experiences for all users.
In this role, you will act in a player-coach capacity, supporting 7 Operations Associates. You will guide your team in troubleshooting and solving external user issues, manage operational performance, and identify process improvements.
Responsibilities
- Guide your team in troubleshooting and solving external user issues
- Manage the operational performance of your team to deliver KPIs
- Identify process improvements to scale operations and improve user experience
- Manage capacity and scheduling, dividing and assigning work between team members
- Ensure your team has all the skills and resources needed to be successful
- Set clear goals and expectations for individual and team performance
- Foster a culture of continuous improvement
- Support recruitment and hiring initiatives
- Coach and mentor individuals for career development
- Provide continuous performance feedback and facilitate formal performance reviews
- Drive initiatives that make the team a welcoming place to work
Requirements
- Experience coaching/leading Customer Service teams and managing performance
- Experience mentoring others and providing constructive feedback
- Experience in delivering weekly and monthly business metrics and reporting
- Proven ability to be a subject matter expert in Customer Service
- Ability to work cross-functionally to deliver best results
- Excellent written and verbal communication skills
- Exemplary planning and time management skills
Preferred Qualifications
- Experience in new process launch and continuous improvement