Product Design Manager, Support

Stripe; Toronto; Hybrid; CAD 197,000 - 296,000; Full time

Job summary

Join a forward-thinking company as a leader in the Support Design team, where you will shape customer-facing experiences and drive initiatives from concept to execution. This role offers the chance to lead a talented group of designers, collaborating closely with various teams to enhance the user support journey. As you tackle challenges in applied AI and design for complex platforms, you will play a pivotal role in redefining the support experience for millions of users. This innovative firm values diverse perspectives and encourages you to apply even if your experience doesn't perfectly align with the job description.

Benefits

Equity

Company Bonus

Health Benefits

Wellness Stipends

Retirement Plans

Qualifications

• 5+ years of people management experience in design.
• 8+ years of relevant design experience at a tech-driven company.

Responsibilities

• Manage a growing team of designers for Stripe’s support products.
• Collaborate with Product Management to prioritize initiatives.
• Inspire and lead designers to achieve their best work.

Skills

People Management

Design Experience

User-Focused Design

Communication Skills

Team Collaboration

Job description

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 Product Design team is composed of several teams that work together to help define, create, and deliver all user-facing aspects of the Stripe brand and product. Product Design Managers work directly with Engineering leaders, Product Managers, Data Scientists, and Marketers in each product area. Together, they identify the strategy and vision, and drive execution for critical initiatives that create a world class support experience for all of Stripe’s customers and users.

You will also be joining Stripe’s Support team. This team designs experiences for all points of the user support journey to solve customer problems at scale, keeping millions of businesses running, and unlocking growth across Stripe’s product suite. Support is a key partner in delivering high quality user engagement and enablement at Stripe, partnering closely with Stripe’s growing product suite.

What you’ll do

As a leader in the Support Design team, you will shape the systems, products, and customer-facing experiences for support experience at Stripe, taking initiatives from 0 to 1, and helping to mature existing products. This team oversees product experiences for both the merchants (direct users of Stripe) and support agents, and extends to all product channels at Stripe (Dashboard, Link, Checkout). You’ll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like. You’ll be leading and growing a team of experienced Designers who have a track record of delivering high impact products that elevate the support experience for Stripe’s users and our user-facing support teams.

Responsibilities

• Manage a quickly growing and business-critical team of designers working on Stripe’s front door surfaces and support products.
• Expand the team to meet business demands and employee development needs.
• Partner closely with Product Management leaders to identify, shape and prioritize current and new product initiatives.
• Collaborate with Design and Stripe leadership to determine design direction across a horizontal product space.
• Inspire, motivate, and lead designers across experience levels to do the best work of their career.
• Work closely with Product Management, Product Engineering, Marketing, and senior leadership to deliver stunning and effective work.

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

• You have 5+ years of people management experience.
• You have 8+ years of relevant design experience at a tech or product-driven company.

Preferred qualifications

• You excel at motivating and inspiring people to do their best work.
• You have experience recruiting and building product design teams.
• You are relentlessly user-focused.
• You have experience designing for complex platforms and/or enterprise software.
• You excel at both written and spoken communication.
• Your best work is done in a highly collaborative way.
• You can find a meaningful balance between optimizing for speed, quality, and doing risky, but interesting work.

This role is available either in an office or a remote location (typically, 35+ miles or 56+ km from a Stripe office).

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

A remote location, in most cases, is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently or plan to live.

The annual salary range for this role in the primary location is C$197,400 - C$296,000. This range may change if you are hired in another location. For sales roles, the range provided is the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.

Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.