Program Manager, Customer Advocacy – Programs

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee critical, cross-departmental initiatives that enhance how Stripe engages with, advocates for, and serves its users.

• Manage strategic programs from inception to completion, covering problem identification, strategy formulation, planning, execution, launch, and evaluation.

• Analyze complex or vaguely defined issues and convert them into well-defined objectives, scopes, decisions, and actionable work plans.

• Align stakeholders around common goals, clarify roles and decision-making authority, manage dependencies and risks, and sustain momentum across teams.

• Collect and integrate qualitative and quantitative insights regarding user needs, frontline challenges, and opportunities for enhancing customer experience.

• Establish program outcomes and key performance indicators, create feedback mechanisms, and utilize data to inform program decisions.

• Generate recommendations, decision documents, and updates for leadership.

• Collaborate with teams from Customer Success, Sales, Product, Support, Operations, Data, and other relevant functions.

⛳️ Requirements

• A minimum of 5 years of experience in program management, business operations, strategy and operations, consulting, or a related field.

• Proven history of managing complex, cross-functional programs from an unclear starting point through to implementation, adoption, and measurable results.

• Strong structured problem-solving abilities, including the capacity to diagnose issues, synthesize diverse inputs, evaluate trade-offs, and formulate practical recommendations.

• Capability to transition between strategic planning and detailed execution while personally driving efforts to achieve results.

• Exceptional written and verbal communication skills.

• Strong skills in stakeholder management and influencing others.

• Sound judgment and prioritization abilities when navigating incomplete information or shifting business requirements.

• User-centric approach that integrates customer and frontline insights into program design and decision-making.

• High adaptability and confidence in rapidly developing expertise in unfamiliar or evolving problem areas.

• Significant comfort level with AI tools.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive team environment.