About the team

The Support Operations organization includes the Quality Support Vendor Management Operations team. This team is crucial for strategically enabling, scaling, and sustaining the Support organization's growth. Our method involves guaranteeing that all third-party vendors supporting critical functions, such as Support, are secure, deliver high performance, and fully align with Stripe's user-first strategy.

• What you’ll do
• You’ll lead a group of high-performing program managers to build and optimize mission-critical business processes.

• Partner cross-functionally across our Support organization to devise and execute strategies to evolve our Support infrastructure and processes in service of our top-line mission
• Support the Support business teams through scaled change management to effectively enable, launch, and scale new quality processes

Lead a team of high-performing program managers across multiple workstreams; this includes providing consistent coaching, setting vision and goals, holding the team to a high-bar, fostering a strong team culture, and leading hiring efforts when relevant

• Own the quality business outcomes and metrics associated with Support Ops processes including operational efficiency and user experience
• Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment
• 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.
• 10+ years of experience in Support Operations, business process analysis, strategy and operations, consulting, and/or program management
• 8+ years of experience managing teams of program managers
• Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal
• Skilled at tackling ambiguous problems and defining and executing strategies that clarify the problems and deliver quantifiable business impact
• Strong critical thinking and data-analysis skills with experience navigating large data sets
• Experience with SQL or a willingness to learn

Excellent communication skills with experience articulating complex topics in an easy-to-consume way