Manager, Quality Support Operations

Stripe

14h

About The Position

You’ll lead a group of high-performing program managers to build and optimize mission-critical business processes. You and your team own centralized processes that ensure risk operations agents are set up for success. The team serves as key thought partners in evolving Stripe’s Risk ecosystem and partners cross-functionally to achieve that evolution.

Requirements

• 10+ years of experience in Support Operations, business process analysis, strategy and operations, consulting, and/or program management
• 8+ years of experience managing teams of program managers

Nice To Haves

• Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal
• Skilled at tackling ambiguous problems and defining and executing strategies that clarify the problems and deliver quantifiable business impact
• Strong critical thinking and data-analysis skills with experience navigating large data sets
• Experience with SQL or a willingness to learn
• Excellent communication skills with experience articulating complex topics in an easy-to-consume way

Responsibilities

• Partner cross-functionally across our Support organization to devise and execute strategies to evolve our Support infrastructure and processes in service of our top-line mission
• Support the Support business teams through scaled change management to effectively enable, launch, and scale new quality processes
• Lead a team of high-performing program managers across multiple workstreams; this includes providing consistent coaching, setting vision and goals, holding the team to a high-bar, fostering a strong team culture, and leading hiring efforts when relevant
• Own the quality business outcomes and metrics associated with Support Ops processes including operational efficiency and user experience
• Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed