Product Support Operations Manager, Stripe

• At least 5+ years of direct people management experience; including front line specialists and supported them to career growth and transitions
• Experience leading operational teams such as product support teams (preferably in high-growth technology companies)
• Experience in strategizing and driving large scale operational process improvements and program management work
• Solid experience in stakeholder management, with the ability to influence cross-functional teams and drive progress for the team
• Strong analytical sense and track-record of making data driven decisions
• Skill and credibility doing the core work of a user facing team with a high bar for quality and a willingness to lead by example and get into the details of front-line work if required
• Excellent written and verbal communication skills

Desirable

• Stripe is looking for a Product Support Manager who will lead a high performing team of product specialists to deliver exceptional user experiences
• This team goes beyond basic troubleshooting—it's about developing a team of technical expertise with analytical mindset and project management skills to strategically improve our support systems, processes, and product quality
• The Manager will play a key role to cultivate the happiness of their teams through clear goal setting, feedback mechanism, mentoring, and advocacy within the organization
• Guide the organization to design and deliver scalable user support by partnering effectively with cross functional stakeholders across Product, Engineering and broader teams such Go-To-market, Risk etc as needed
• Set clear goals and directions, and provide regular feedback on team members’ performance
• Ensure team members are happy, effective, and growing in their career and new work experiences
• Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact
• Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports
• Be data-driven in your analysis of performance, and in your decision making
• Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment
• Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements