Complaints Program Manager, Stripe
Regulatory
$122.2-183.3k
More information about location
A financial infrastructure platform for businesses
Open for applications
A financial infrastructure platform for businesses
1001+ employees
Open for applications
$122.2-183.3k
More information about location
1001+ employees
Company mission
To increase the GDP of the internet
Role
Who you are
- Has 5+ years of demonstrated project management skills and a proven track record for operationalizing and scaling cross-functional organization-wide programs from the ground up
- Has excellent collaboration, communication, and relationship building skills and the ability to convey complex ideas succinctly to all audiences
- Has an analytical approach to decision-making. You are meticulous, objective and skilled at using metrics to drive decisions
- Has demonstrated experience and interest in regulatory operations. You have experience with complaints specific programs and US consumer protection laws
- Has experience in fast-paced, high-growth environments and can manage several tasks in tight timelines and can manage shifting priorities
Desirable
- Has strong research skills; able to analyze complex problems in order to identify root cause and trends; able to document complex narratives in a simplified way which are easy for others to use
- Is confident making decisive judgment calls in the absence of fully complete information
- Is comfortable working independently and collaborating with a distributed team
- Is excited to build resources to help other Stripes understand these complex topics
What the job involves
- The Complaints Operations team is seeking a program manager who will help us execute on our regulatory requirements, specifically in the growing AMER region.
- This person will play a key role within our platform ecosystem, ensuring our Connect platforms are in compliance and managing the timely remediation of issues within Connect.
- We are seeking someone who can bring their operational expertise and rigor to our existing program and help us to drive improvements in what we do and how we operate. The main intent of this role is to improve our operational maturity while also improving the user experience for our users, driving faster and more effective resolution
- Manage complaints programs end to end to ensure regulatory readiness and compliance and audit adherence
- Lead our platform specific Complaints program, driving enforcement, monitoring and resolution
- Continuously improve user-facing workflows to ensure operational streamlining for existing and new laws and regulations
- Review and identify gaps and quality issues in our global complaint handling processes
- Build expertise across a breadth of Stripe’s products and users through an understanding of the Complaints trends and user needs
- Leverage your deep regulatory expertise to collaborate with internal partners and users in complex user conversations
- Work closely with Stripe’s Compliance and Legal teams to fulfill user requests
- Be a strong advocate for regulatory operations while working with product, engineering, and other internal partners
Our take
Stripe, nowadays a FinTech giant, spent the first few years since its founding building up its payments business, which primarily consisted of providing an API to eCommerce businesses so that they could easily integrate a payments option in their apps or websites, where before there was none.
More recently, Stripe has started to accelerate its growth with a significantly larger range of financial services including cash advances and credit cards. They also plan to build incorporation services, fraud protection, and more, diversifying its revenue away from payments and differentiating itself from its competitors.
To further expand its position, the company is looking to triple its presence in Ireland, and extend its services to countries with vast customer potential, including Brazil and India. Its latest venture, coming atop significant new funds, is to partner with OpenAI, the company behind ChatGPT - a win-win collaboration that will monetize OpenAI’s flagship products and at the same time enhance Stripe with GPT-4, as it moves forwards with intentions to "build the payments foundation for tomorrow's AI economy."
Freddie
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
-5% employee growth in 12 months
Company
Funding (last 2 of 13 rounds)
Mar 2023
$6.5bn
GROWTH EQUITY VC
Mar 2021
$600m
SERIES H
Total funding: $8.7bn
Company benefits
- Unlimited paid time off policy
- Work from home opportunities
- Comprehensive mental, physical and medical health plans
- Fertility benefits and parental leave
Company values
- Built for builders - The best reason to work at Stripe is that you will have colleagues who support and challenge you to do the best work of your career. We combine a big-picture mindset with obsessive attention to the details, down to the last pixel, API parameter, and word.
- An environment of growth - We care about results more than CVs. We value managers who remain experts while developing talent and designing successful orgs. You can also have a big impact and advance far without managing anyone. We want you to take what you’ve been hired to do, and show us how it’s done – you might create something we never would have imagined. We have had account managers start a publishing arm, interns who have run business units, and hackathon participants who have built company-defining products.
- Fast-paced, detail oriented - We balance innovation with scrupulous attention to every bit and byte involved in the movement of money – because we can’t do our job well unless we do both. When we started, we emailed every API error to everyone at the company. Now, we have more than 250 million API requests a day – and we still care about each one.
- Voraciously curious - We wish there was a book that described what we need to do next (we’d even publish it), but since there isn’t, we all have to write it together. You will need to find answers to questions you’ve never been asked before. Sometimes, you will be the first person ever to contemplate a particular problem. We want people who devour books for fun and approach new challenges with eager curiosity.
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Patrick Collison
(Content Strategist)Studied maths at MIT before founding Stripe. Also on the board of the Long Now Foundation.
John Collison
(President)Studied at Harvard but dropped out to found Stripe.
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