Consumer Operations, Program Manager
About the role
<h2><strong>Consumer Operations, Program Manager - Stripe, LLC - New York, NY </strong></h2> <h2><strong>Who we are</strong></h2> <h3><strong>About Stripe</strong></h3> <p>Stripe, LLC. 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.</p> <h2><strong>What you’ll do</strong></h2> <h3><strong>Responsibilities</strong></h3> <ul> <li>Lead or collaborate with cross-functional teams, including Product, Engineering, Legal, Compliance, Support, Operations Technology, and Vendor Management, to define operational requirements for new Link/Crypto onramp products, features, and experiments. </li> <li>Partner with Product and Engineering teams to design and implement the infrastructure and tools needed to support operational workflows. </li> <li>Represent the interests of users in product development discussions and advocate for solutions that improve the consumer experience. </li> <li>Develop customer support strategies and implement tools to enhance self-service options for users.</li> <li> Ensure operational processes and product features comply with applicable local laws, regulations, and consumer protection requirements. </li> <li>Monitor and analyze operational metrics, driving continuous improvements to meet key performance objectives, such as consumer satisfaction, contact rate, and service-level agreements (SLAs).</li> </ul> <h2><strong>Who you are</strong></h2> <h3><strong>Minimum requirements</strong></h3> <p>Must have a Bachelor's degree or foreign equivalent in Business, Management, Economics or a related field, plus 5 years of post bachelor's progressive experience in Operations. Must also have each of the following:</p> <ul> <li>5 years experience pulling data, creating queries and analyzing large datasets using SQL.</li> <li>4 years experience leading end-to-end execution of large, cross-functional projects to improve user and Support Specialist experience and operational efficiency.</li> <li>1 year of experience with designing and executing comprehensive test cases for new features, system updates, and process changes.</li> <li>1 year experience coordinating feedback loops between end users, support teams and product teams.</li> <li>1 year experience writing Product Requirement Documents (PRDs) and Business Requirement Documents (BRDs) and the ability to translate operational needs into technical requirements.</li> <li>1 year experience with CRM and support platforms including Salesforce, Case Studio, and CRV, including designing and implementing automations, workflows, and routing logic to reduce manual tasks for Support agents.</li> </ul> <p>Salary: $150,301 - $210,600/yr</p> <p>This salary range represents the base salary range for the role and any sales commissions /sales bonuses targets, if applicable, would be in addition to the base salary.</p> <p>40 hrs/week</p> <p>50% Telecommuting permitted</p> <p>Multiple Positions Available. </p> <p>Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.<strong> </strong><strong>NY33 </strong><strong>#LI-DNI</strong></p>