Collections Program Manager, Stripe

• 3+ years of program management experience, with a focus on operational process design, implementation, and scaling
• Willingness and ability to perform hands-on casework alongside program responsibilities
• Strong analytical skills with the ability to use data to drive decisions and measure impact
• Proven experience delivering cross-functional initiatives and influencing stakeholders without direct authority
• Excellent communication skills—comfortable conveying complex or sensitive topics to both technical and non-technical audiences
• Experience managing multiple concurrent projects in a fast-paced, high-growth environment with shifting priorities
• You're encouraged to apply even if your experience doesn't precisely match the job description

Desirable

• As a Collections Program Manager, you will own and evolve the programs that drive our collections operations—while staying close to the work itself
• You will directly handle complex cases to build deep process knowledge and customer empathy, and use those insights to design scalable, data-driven improvements
• Your work will span program strategy, hands-on casework, cross-functional collaboration, and operational scaling to improve key objectives such as recovery rates, customer experience and compliance
• Casework & Process Expertise: Own complex and escalated collections cases end-to-end, building firsthand understanding of customer pain points, process gaps, and regulatory nuances to inform program decisions
• Program Strategy & Execution: Design, launch, and manage collections programs aligned with business objectives, regulatory requirements, and customer experience goals
• Scaling & Process Optimization: Identify opportunities to automate, standardize, and scale collections operations—reducing manual effort while improving efficiency and consistency as volume grows
• Compliance & Quality Assurance: Ensure regulatory and policy compliance across all collections activities. Build and maintain QA frameworks—including audits and calibration—to uphold quality standards
• Data & Performance Management: Monitor program performance through analytics, identify trends and areas for improvement, and develop data-driven strategies to optimize outcomes
• Cross-Functional Collaboration: Partner with Product, Engineering, Compliance, and Operations teams to align collections programs with platform capabilities and drive long-term systemic improvements
• Documentation & Enablement: Build and maintain process documentation, playbooks, and training materials that empower the team and reduce knowledge silos