Operations Program Manager, Stripe

• 7+ years of partner specific operations experience in a similar industry
• Ability to analyze data, draw conclusions and make recommendations based on trends and signals
• Experience being a business partner with cross-functional teams
• Familiarity with Salesforce, preferably CRM, PRM and/or Service Cloud
• Understanding of partner ecosystems and ecosystem trends
• A passion for understanding systems of work and how to improve them through transformative and iterative approaches
• Strong problem solving and analytical ability, with a track record of “test & learn” demeanor
• Ability to multi-task and work in cross-functional, fast-paced environments with the pressure of multiple deadlines, multiple partners / vendors, and complexity
• Experience and desire for working in a start-up environment, developing business infrastructure, and energetically scaling a high-growth business

Desirable

• We are looking for a Partner Operations Lead to join our team to develop and improve systems that help us scale and drive impact. We are looking for someone who is innately curious and ready to dig deep into partner operational and performance processes, systems, and data to assess current performance, identify improvement opportunities, and provide fact-based insights that enable us to improve our impact.
• We are looking for a self-starter who is passionate about their work, detail oriented, analytical and has demonstrated success dealing with ambiguity in a high-growth environment, and solving problems with limited oversight
• Develop, track and report on Partner Product KPIs to drive data-driven insight and recommendations
• Develop, track and report on CRM metrics to provide insights in collaboration with Data Science
• Ensure reliable data flows and tracking between systems, e.g. CRM and partner portal, to support proper reporting
• Steward partner quality, ensuring that partners meet our Stripe Partner Ecosystem bar and we are connecting users with the partners that help them achieve their goals
• Advise on partner taxonomy and collaborate with teams on partner requirements and offboarding criteria. Proactively resolve data quality, process, and policy adherence issues
• Manage our outside support teams and iterate on processes to ensure a positive partner experience. Establish new processes, ensure knowledge banks are accurate, track and optimize response time and effectiveness across Partner Products
• Champion cross-functional alignment ensuring internal stakeholders can take advantage of shared products and services
• Manage budget tracking, payments and contracts for contractors that support Partner Products. Onboard/off-board contractors, provision laptops and manage permissions
• Review monthly invoices and ensure positive ROI with contractor spend and flags areas for optimization (monthly reconciliation w/Finance)
• Execute the actual MDF payouts with User Billing