Strategic Program Manager, Support

## About the Role The Strategic Program Manager, Support position at Stripe is a critical role that focuses on driving strategic initiatives to enhance user experience and operational efficiency. As a key member of the Support Programs team, you will be responsible for creating and executing strategies that optimize user experience not only with Support but also with Stripe's products. The team handles over a million support cases annually, and your mission will be to address the highest strategic priorities, ensuring that the team is equipped to deliver exceptional support.

The role involves partnering closely with Support leadership and cross-functional stakeholders throughout Stripe to scope and execute large projects that address the highest priorities for the Support organization. Your ability to seamlessly transition from strategy to execution, defining objectives, facilitating decision-making, and translating plans into operational actions will be crucial.

The Support Programs team is dedicated to ensuring that users have an excellent experience with Stripe's products and support. By joining this team, you will be part of a dynamic and innovative environment that values collaboration, creativity, and a customer-centric approach.

## What You Will Do - Partner with Support leadership and cross-functional stakeholders to identify, prioritize, and execute strategic initiatives that improve user experience and operational efficiency.

• Develop and manage project plans, resource allocation, and timelines to ensure successful execution of strategic programs.
• Collaborate with product teams to drive the joint Support-Product strategy and operating model, focusing on improving the end-to-end experience for priority user groups.
• Analyze complex data sets to derive strategic insights and inform decision-making, driving business impact through data-driven initiatives.
• Facilitate alignment and resolve ambiguity across internal teams and stakeholders, ensuring that all components of the program are properly integrated and executed.
• Manage and mitigate risks associated with program execution, developing contingency plans as needed to ensure program success.
• Develop and maintain relationships with key stakeholders, including Support leadership, product teams, and external partners.
• Stay up-to-date with industry trends, best practices, and emerging technologies that could impact the Support organization and user experience.
• Contribute to the development of the Support Programs team, providing guidance, mentorship, and feedback to team members.
• Develop and manage budgets, forecasts, and resource allocation plans to support program initiatives.

## What We Are Looking For - 7+ years of experience in strategy and operations, consulting, and/or program management, preferably in a fast-paced technology or financial services environment.

• Proven track record of managing complex, cross-functional projects that have transformed a company's operations and delivered quantifiable business impact.
• Strong program management skills, including experience with project planning, resource allocation, and team leadership.
• Excellent analytical and problem-solving skills, with the ability to derive strategic insights from complex data sets.
• Outstanding communication and interpersonal skills, with the ability to articulate complex topics in a clear, concise manner to diverse audiences.
• Experience working in highly cross-functional settings, with a strong ability to collaborate with and influence stakeholders at all levels.
• Proficiency in Excel and other productivity tools, with the ability to quickly learn and adapt to new systems and technologies.
• Strong business acumen, with a deep understanding of the financial services industry and the payments landscape.

## Nice to Have - Experience in the financial services or technology industry, preferably in a role related to payments, support, or operations.

• Knowledge of project management methodologies, such as Agile or Scrum, and experience with project management tools like Asana, Trello, or Jira.
• Familiarity with data analysis and visualization tools, such as Tableau, Power BI, or D3.js.
• Certification in program management, such as PMP or prince2, or a related field.

## Benefits and Perks - Competitive salary and equity package, with opportunities for growth and professional development.

• Comprehensive health insurance, including medical, dental, and vision coverage, with flexible spending accounts for healthcare and childcare expenses.
• Generous paid time off, including vacation days, sick leave, and holidays, with a flexible work schedule that allows for remote work and work-life balance.
• Access to a 401(k) retirement plan, with a company match, and a range of other savings and investment options.
• Professional development opportunities, including training, mentorship, and conference attendance, with a focus on continuous learning and growth.
• A dynamic, collaborative work environment with a team of experienced professionals who are passionate about innovation and customer satisfaction.

- Develop a strong understanding of Stripe's products and services, as well as the company's mission and values, to demonstrate your passion for the role and the industry.

• Showcase your ability to navigate complex systems and collaborate with cross-functional teams by highlighting relevant experience and accomplishments in your application materials and during the interview process.
• Be prepared to provide specific examples of your program management experience, including project plans, timelines, and outcomes, to demonstrate your ability to drive strategic initiatives and deliver results.
• Familiarize yourself with industry trends, best practices, and emerging technologies that could impact the Support organization and user experience, and be prepared to discuss your insights and ideas during the interview process.
• Consider creating a portfolio or case studies that demonstrate your analytical and problem-solving skills, as well as your ability to drive business impact through data-driven initiatives.
• Practice your communication and interpersonal skills, as the ability to articulate complex topics in a clear, concise manner to diverse audiences is crucial for success in this role.
• Be prepared to negotiate your salary and benefits package, and consider seeking advice from a professional coach or mentor to ensure you are fairly compensated for your skills and experience.