# Consumer Operations, Program Manager

**Company**: Stripe, LLC
**Location**: New York, NY
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $150,301 - $210,600/yr
**Category**: Operations
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/stripe/jobs/8074923?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_afce3ed6-072

## Description

### Job Summary

You will be a Consumer Operations, Program Manager at Stripe, LLC, based in New York, NY. Your role will involve leading cross-functional teams to define operational requirements for new Link/Crypto onramp products, features, and experiments.

### Responsibilities

- Lead or collaborate with cross-functional teams, including Product, Engineering, Legal, Compliance, Support, Operations Technology, and Vendor Management, to define operational requirements for new Link/Crypto onramp products, features, and experiments.

- Partner with Product and Engineering teams to design and implement the infrastructure and tools needed to support operational workflows.

- Represent the interests of users in product development discussions and advocate for solutions that improve the consumer experience.

- Develop customer support strategies and implement tools to enhance self-service options for users.

- Ensure operational processes and product features comply with applicable local laws, regulations, and consumer protection requirements.

- Monitor and analyze operational metrics, driving continuous improvements to meet key performance objectives, such as consumer satisfaction, contact rate, and service-level agreements (SLAs).

### Requirements

- Bachelor's degree or foreign equivalent in Business, Management, Economics or a related field, plus 5 years of post bachelor's progressive experience in Operations.

- 5 years experience pulling data, creating queries and analyzing large datasets using SQL.

- 4 years experience leading end-to-end execution of large, cross-functional projects to improve user and Support Specialist experience and operational efficiency.

- 1 year of experience with designing and executing comprehensive test cases for new features, system updates, and process changes.

- 1 year experience coordinating feedback loops between end users, support teams and product teams.

- 1 year experience writing Product Requirement Documents (PRDs) and Business Requirement Documents (BRDs) and the ability to translate operational needs into technical requirements.

- 1 year experience with CRM and support platforms including Salesforce, Case Studio, and CRV, including designing and implementing automations, workflows, and routing logic to reduce manual tasks for Support agents.

### Salary and Benefits

- Salary: $150,301 - $210,600/yr

- Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

## Skills

### Required
- SQL
- Product Requirement Documents (PRDs)
- Business Requirement Documents (BRDs)
- CRM
- Salesforce
- Case Studio
- CRV

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/stripe/jobs/8074923?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)