About the team

User Policy Operations sits within Risk Operations and is focused on protecting and advancing Stripe’s business, brand and mission, by deploying industry-leading supportability solutions that instill user and partner trust in Stripe, whilst enabling progressive and sustainable business growth.

• What you’ll do

As a manager on the Strategic Supportability Operations team, you’ll lead a group of Risk Operations Analysts who are focused on upholding Stripe’s supportability standards; these analysts conduct complex investigations and analysis on current and prospective Stripe users to ensure they meet all compliance, financial partner, and regulatory requirements.

• Lead a team of high-performing Risk Operations Analysts
• Set an inspirational vision for the User Policy Operations organization and build the path to execute it both in the short-term and long-term
• Futureproof our organization by proactively evolving our strategy to scale our operations, while also solving our day-to-day challenges with Stripe’s exponentially growing risk review volume

Collaborate with and influence Risk leadership and cross-functional Risk teams to pursue the highest ROI investments for our user experience, improve our internal processes, and build out our operations and production roadmap to deliver services at scale

• Maintain oversight of the team’s operational performance as it relates to supportability workstreams, to ensure compliance with regulatory and financial partner expectations
• Lead root cause analysis to identify opportunities to predict, prevent, and mitigate risk within process and performance
• Define and manage core metrics, SLAs, and performance of the User Policy Operations team
• Identify gaps in current systems, policies and strategies, and recommends enhancements and process improvements to mitigate emerging risks through a collaborative approach with stakeholders
• Understand the risk tradeoffs between protecting Stripe and upholding what it means to be Users First; we’re ambitious with our goals and don’t believe you have to compromise on the user experience in order to effectively mitigate risk
• 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.
• 2+ years of direct management experience leading, mentoring, managing and developing teams
• Strong operational background and a track-record of making data driven decisions; experience with capacity planning, workforce management, and process implementation a plus
• Detailed oriented and organized with the ability to reprioritize tasks on a weekly basis
• Comfortable with navigating ambiguity and excited about creating innovative processes and solutions
• Experience building strong cross-functional partnerships with product and engineering teams, and influencing product roadmaps
• The ability and desire to challenge the status quo as a creative thinker who considers problems from a customer perspective while being pragmatic and solutions oriented when solving them

Bonus points for prior Risk / Risk Operations experience, particularly in the policy space