Consumer Operations, Program Manager

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.