Strategic Program Manager – Support

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

📋 Description

• Lead strategic initiatives aimed at enhancing user experiences and optimizing Stripe’s efficiency and effectiveness in serving them.

• Collaborate with Support leadership and cross-functional teams to guide decision-making and shape key support initiatives.

• Ensure that the Support team is equipped with the necessary resources and tools to provide outstanding support.

• Drive strategic programs, including the joint Support-Product strategy and operational model, priority user-group experience enhancements, and the delivery of paid support value.

• Partner with Support leadership and cross-functional stakeholders to define and execute significant projects that address the highest priorities of Support.

• Set objectives, facilitate decision-making, translate strategies into operational plans, and ensure execution against critical metrics.

• Foster alignment, clarify ambiguity, and remove dependencies across internal teams and stakeholders.

⛳️ Requirements

• Over 8 years of experience in strategy and operations, consulting, and/or program management.

• Experience in highly cross-functional environments that encompass strategy, analysis, and operations within a fast-paced setting.

• Strong program management abilities, overseeing the end-to-end execution of projects or programs that have transformed company operations and yielded measurable business results.

• Excellent critical thinking and analytical capabilities, with the ability to extract strategic insights from data.

• Outstanding written and verbal communication skills, including the ability to convey complex topics clearly to leaders and peers across product, engineering, and sales.

• Skilled at managing multiple stakeholders with differing priorities, driving innovative solutions, and fostering commitment to shared objectives.

• Proficient in using dashboards, project trackers, or internal documentation tools for monitoring and reporting progress.

• Keen interest in understanding product and process details to enhance user and internal team experiences.

• Capable of executing tasks with minimal guidance in highly ambiguous situations.

• Preferred qualifications include customer-facing experience; familiarity with fintech, financial services, payments, or regulated technology; experience in understanding technical products and customer/agent pain points; and knowledge of SQL and tools such as Looker, Power BI, or Tableau.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Generous paid time off policy and flexible work arrangements.

• Opportunities for professional development and growth.

• Collaborative and innovative work environment.

• Competitive salary and performance-based incentives.