Business Process Program Manager

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

The Business Process team is responsible for creating and executing a strategy to ensure a wide range of operational processes at Stripe are effective and efficient. Stripe handles over a million risk reviews per year and the Business Process team ensures we tackle the logistical problems presented by handling that volume and related operational work in a way that provides an excellent customer experience.

What you’ll do

As a Business Process Program Manager, you will be responsible for leading multiple workstreams to improve our users’ experience and reduce our cost to serve them - with a particular focus on our Risk space. Risk is one of the most important aspects of our customer experience - ensuring we instill user trust, while enabling business growth and protecting our users and Stripe.

If you thrive on owning an expansive and complex topic area, teasing out the highest-impact work to tackle, rallying cross-functional support, and executing against multiple workstreams in parallel to hit your objectives, we want to hear from you.

Responsibilities

• Partner closely with our cross-functional stakeholders to scope and execute large projects to create operational efficiencies that improve top-line metrics
• Partner cross-functionally with stakeholders throughout Operations on strategy and project plans to maximize the impact of your work
• Act as a steward for our support processes - ensuring that proposals to change meet our desired outcomes and optimize for key metrics while minimizing potential risks
• Serve as a subject matter expert for other teams to ensure support processes are optimized across Stripe as new products, projects, and processes launch
• Drive support-centric projects to include process improvement and optimization efforts, and establish and maintain support resource governance

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• 8+ years of experience in business process analysis, strategy and operations, consulting, and/or program management
• Experience working in customer-facing roles (e.g. customer support, sales, partnerships, consulting, professional services, etc.)
• Program management skills with experience managing end-to-end execution of projects/programs that have transformed their company’s operations
• Experience managing stakeholders in senior leadership
• Critical thinking and data-analysis skills with experience navigating large data sets
• Communication skills with experience articulating complex topics in an easy-to-consume way
• Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal
• An interest in digging into the details of products/processes

Preferred qualifications

• Experience in Risk operations
• Strong critical thinking and data-analysis skills with experience navigating large data sets
• Experience with SQL
• Experience digging in to understand how new-to-you technical products work, and understanding customer and agent pain points
• Excellent communication skills with experience articulating complex topics in an easy-to-consume way
• A familiarity with APIs