Manager, Support Process Program Managers

1 month ago
Full-time
Lead
Project and Program Management
Stripe

Stripe

Stripe is a global technology company that provides financial infrastructure for the internet. They offer a suite of APIs and tools for businesses to accept online and in-person payments, automate financial processes, and embed financial services in th...

Diversified Financial Services
5K-10K
Founded 2009
$8700M raised

Description

  • Lead a team of 5–8 program managers, providing coaching, setting vision and goals, managing performance, hiring, and fostering a high‑performing team culture.
  • Partner closely with Support leadership and cross‑functional stakeholders to set the roadmap, identify priorities, and drive operational excellence within the Support organization.
  • Oversee the strategy and execution of business‑critical Support processes and “run the business” programs, ensuring consistent delivery and continuous improvement.
  • Monitor and evaluate Launch Readiness, Quality, and Knowledge Management programs to identify improvement opportunities, advise business owners, and develop and execute solutions.
  • Evaluate Support workflows and deliver process improvements that drive measurable impact to key Support metrics.
  • Drive top‑line prioritization of work and manage tradeoffs on resourcing and roadmapping to align effort with strategic goals.
  • Evolve team structure, functions, roles, and operating models to meet Stripe’s changing business needs and create organizational leverage.
  • Ensure the team is equipped with the necessary resources, tools, and operational support to deliver exceptional customer support.

Requirements

  • 8+ years of experience in Operations, Support, business process analysis, strategy and operations, consulting, and/or program management.
  • 3+ years of experience managing teams of program managers.
  • Experience working in highly cross‑functional settings and in roles that span strategy, analysis, and operations in fast‑paced environments.
  • Experience owning globally spanning programs, developing teams, and creating leverage through strategic team structures and operating models.
  • Strong program management skills with experience managing end‑to‑end execution of projects/programs that transformed operations and delivered quantifiable business impact.
  • Excellent written and verbal communication skills with the ability to articulate complex topics clearly to leaders and peers.
  • Ability to address competing priorities across multiple stakeholders and develop a roadmap that aligns resourcing to priorities to deliver shared goals.
  • Experience in customer‑facing roles (e.g., customer support, sales, partnerships, consulting, professional services) (preferred).
  • Experience with Support programs such as Quality Assurance, Launch Readiness, and Knowledge Management (preferred).
  • Familiarity with SQL and data analysis platforms such as Looker, Power BI, or Tableau (preferred).

Interested in this position?

Apply directly on the company website

Apply Now

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