Staff Product Manager, Support Experience

Job Description

As a Staff Product Manager for Support Experience at Stripe, you will be responsible for building the platform that enables Stripe's user-facing AI agent to solve problems across the Stripe product suite.

Responsibilities

• Create the home for product teams to safely build out, understand and improve their conversational experiences.
• Build feedback loops from conversations through improvement recommendations to generating evals and prompts.
• Make Stripe's conversational AI agent as capable and effective as our best human agents by identifying scaled ways to improve its capabilities across surfaces, user segments and products.
• Integrate human and AI conversations in the platform so that teams can understand and manage both.
• Develop the infrastructure that enables internal and external AI experiences to be driven from the same foundational primitives - so that teams can build once and have that capability available to internal, external and 3rd party use cases.
• Partner with GTM on expanding assistive capabilities to Stripe's GTM layer.
• Partner with the Conversation UX team to unlock novel capabilities for the AI agent.

Requirements

• 12+ years of experience as a Product Manager
• Deep user empathy and a high bar for user experience
• Experience developing a multi-year vision, strategy and roadmap for large scale products
• Experience leading cross-team initiatives from ideation to execution
• Technical expertise: You've led technical products and/or have a background in computer science (or similar)
• Strong written and verbal communication skills