Partner Programs Lead, Stripe

• 10+ years of experience in program management, operations management, or a related role; with a minimum of 5 years of team leadership
• Demonstrated track record in managing OKRs, program portfolio structure, and successfully executing on many initiatives through multiple planning cycles
• Proven track record in driving program execution of software and service releases in an agile working environment (e.g. live services, APIs, and/or client product features)
• Strong interpersonal and communication skills, with the ability to influence and engage stakeholders at all levels
• Proficiency in program management best practices, frameworks, methodologies and tools (e.g. Agile, JIRA)
• Excellent analytical skills, with a focus on data-driven decision-making and performance optimization
• Demonstrated experience in deployment and adoption of new process automation and tools,
• Demonstrated proficiency in defining and managing service level agreements, service level objectives, and designing common operational processes (e.g. live monitoring, incident management)

Desirable

• We are seeking an experienced and strategic Partner Programs Lead to oversee a team of Program Managers and Operational Specialists within the Global Partner Engineering & Operations (PE&O) team at Stripe.
• This role will focus on managing a running portfolio of global programs, enhancing partner operations for efficiency gains, and driving the team to deliver exceptional service and support to our partners.
• The ideal candidate will possess strong leadership abilities, a background in operational excellence, and the capacity to foster collaboration among cross-functional teams
• Team Leadership: Lead, mentor, and develop a high-performing team of Program Managers and Operations Specialists, promoting a culture of continuous improvement, accountability, and excellence
• Operational Strategy: Develop and implement operational strategies that enhance the effectiveness of partner management processes and drive alignment with organizational goals and objectives
• Program Oversight: Oversee the execution and success of partner programs and initiatives, ensuring that all team members are aligned and focused on delivering outcomes that meet strategic objectives and partner needs
• Process Improvement: Identify areas for improvement within existing operational processes, implementing best practices to increase efficiency and enhance the partner experience
• Incident Management: Ensure the effective design and execution of incident management processes, including partner escalations, fraud/risk response, and on-call support
• Performance Monitoring: Establish and track key performance indicators (KPIs) for the team and operational processes, providing regular updates to senior management and stakeholders
• Resource Management: Manage on-shore and off-shore resources, including vendor-managed resources, to ensure optimal staffing and service delivery
• Cross-Functional Collaboration: Foster strong relationships with internal teams, including Engineering and Product, to align priorities and facilitate successful implementation of partner-related projects
• Stakeholder Communication: Communicate effectively with executives, partners, and team members to ensure alignment, transparency, and accountability regarding partnership operations
• Training and Development: Promote ongoing professional development for team members, providing training, resources, and development opportunities to enhance their skills and capabilities