Operations 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

Tax Operations delivers systematic & scalable support for Stripe’s user tax reporting collection & compliance processes & products. We exist to strengthen Stripe’s operational backbone and help the company adapt to a changing environment, anticipate and respond to challenges, and advocate for the needs of our users. We focus on identifying tax compliance work that needs to be operationalized and use our partnership model to scale these workflows and processes.

This team is focused on operationalizing customer support and internal efficiency for tax products & processes such as:

• Yearly user tax reporting requirements (ie. US forms 1099, CP2100, FATCA)
• User onboarding tax information & form collection (ie. US forms W-8, W-9, global VAT ID)
• Large scale, user outreach tax projects
• Tax product & process launches & updates

What you’ll do

Stripe is looking for a senior program manager to join Tax Operations to work closely with our Operations, Policy, Product, & Engineering teams, in addition to multiple other stakeholders across Stripe to deepen the operational foundations enabling successfully scaled Stripe support and internal processes for existing and newly launched tax compliance products and programs. As a result, you’ll ensure the Stripe user experience is always top of mind and impact on their business is minimized. The successful candidate flourishes in a fast-paced, collaborative environment and is excited to solve sensitive, complex user problems. 

Responsibilities

• Build scaled support and continuous improvement for product & process launches including working with cross-functional teams to stand up user-facing, vendor, and internal documentation, training, and workflows, along with support forecasting and associated planning
• Manage the completion of milestones and delivery of large-scale, cross-functional, user-facing and internal initiatives.
• Prepare data analytics to monitor trends on key user support indicators of product health and deliver data-driven product and support improvements
• Refine tools, strategize and organize processes and education to increase the quality of the user experience; identify and prevent possible gaps in compliance with regulatory standards and successfully collaborate with multiple Stripe teams to execute proactive prevention strategies and action plans. 
• Manage the end-to-end life cycle of tax reporting product launches; including scoping requirements and features, design review, testing, launch, post-launch support, and product and support feedback and improvements.

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 operational, product, consulting, or project management roles.
• A strong sense on how to scale great user experiences and can design and continuously improve operational processes. 
• A history of building scaled, proactive, users-first support solutions.
• Have experience executing and delivering complex operational projects working directly with diverse, distributed teams and their cross-functional stakeholders
• Enjoy a fast-paced work environment and crafting rapid and strategic fixes to high intensity, sensitive problems.
• You have strong written and verbal communication skills with strong empathy for solving user problems. 
• Data driven decision making is your happy place.
• Are comfortable navigating through ambiguity, and have a keen eye for detail and a high bar for quality. 
• Have a tactical, empathetic mindset and are a curious, resourceful, self-starter.

Preferred qualifications

• Proficiency in SQL, Splunk or equivalent query languages
• PMP certification or other relevant business management certifications
• Previous Tax, regulatory, or compliance experience or experience in a high growth technology company 
• Comfort with some technical troubleshooting