Stripe
EnterpriseProductSupportManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Enterprise Product Support Manager at Stripe. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, operations mindset, delivering an incredible user experience, operational delivery, process improvement, mitigate risk, operational efficiency, user impact, identifying and remediating quality gaps in team performance, process improvement and innovation, building and scaling support teams, expanding”
What You'll Achieve.
meet and exceed their service expectations; impress the trendsetters; remove obstacles from their path; support Stripe users for the next decade; drive operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact; recommend enhancements and process improvements to mitigate risks; ensure team members are happy, effective, and growing in their career; measure and guide team performance in pursuit of those goals
Industry & Context.
passion for solving global user issues; Identify gaps in current systems, policies and strategies, and recommend enhancements and process improvements to mitigate risks
Ability to periodically work a weekend day for which you will receive a weekday off
What They're Looking For.
Must Have
At least 8+ years experience leading operations support teams, Experience working cross-functionally with multiple teams to deliver high impact initiatives, Experience in delivering weekly and monthly business metrics and reporting, Excellent written and verbal communication skills, An ability to partner effectively with internal stakeholders, Background of identifying and remediating quality gaps in team performance, Passion for process improvement and innovation, Ability to periodically work a weekend day for which you will receive a weekday off
Nice to Have
Experience in building and scaling support teams, Experience in expanding vernacular language operations operational background including experience with new process launches and service delivery in a high growth technology company
What You'll Do.
Guide the organization to design and deliver incredible user experiences in globally and in APAC region
and develop a team of Enterprise Support Specialist
Drive operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact
Identify gaps in current systems
policies and strategies
and recommend enhancements and process improvements to mitigate risks
Build a great culture and ensure team members are happy
and growing in their career
Set clear goals and direction
and provide regular feedback on team members’ performance
Be data-driven in your analysis of performance
and in your decision making
Transmit and foster our values
serving as a beacon of Stripe’s user-centric philosophy and culture of transparency
How You'll Work.
Team & Collaboration
Experience working cross-functionally with multiple teams to deliver high impact initiatives; An ability to partner effectively with internal stakeholders
Communication Scope
Excellent written and verbal communication skills
Full Job Description
Who we are About Stripe Stripe 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. About the team The Enterprise Product Support team directly supports our largest and fastest growing users, partnering with them to grow their business. We actively seek and capitalize on opportunities to meet and exceed their service expectations, working to impress the trendsetters and remove obstacles from their path. The team is there when users need us but also there proactively - before they even realize they need support. What you’ll do The Enterprise Product Support team is growing to support Stripe users for the next decade. We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, driving process improvements and that want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe’s growth. In this role, you will recruit, manage, and develop a group of Operations Associates that are focused on supporting Stripe’s Enterprise users. This person will cultivate the happiness of their team members while guiding them to be the best they can be, through feedback, coaching, mentoring, and advocacy within the organization. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals. To be a fit, you will have a strong operations mindset, be able to move quickly, and be passionate about delivering an incredible user experience. Responsibilities Guide the organization to design and
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