Program Manager

Borderless; Greater London; Hybrid; GBP 112,000 - 159,000; Full time

Benefits offered by this job

Equity

Company bonus or sales commissions/bon

401(k) plan

Medical, dental, and vision benefits

Wellness stipends

Job summary

Stripe is seeking a highly organized Operations professional to design and scale infrastructure supporting launch of payments and banking products. This role emphasizes process automation, SOP development, and cross-functional collaboration to improve user experience and compliance.

The candidate will lead multiple projects, optimize workflows, and partner with product, engineering, and legal teams to ensure successful product rollouts and cost-effective operations.

Qualifications

• Bachelor's degree in Business, Management, Economics or a related field.
• 2 years of documenting operational processes.
• 2 years designing and implementing process improvements.
• 2 years scaling support operations.
• 2 years communicating technical concepts to users and stakeholders.
• 2 years building queries using SQL.
• 2 years analyzing large datasets to draw conclusions and make recommendations.

Responsibilities

• Collaborate with cross-functional teams to build and scale operational infrastructure for product launches.
• Design playbooks to meet operational requirements and deliver best-in-class UX.
• Lead multiple projects, managing timelines, resources, and stakeholders.
• Identify and drive process improvements with product and engineering teams.
• Engage stakeholders to explore strategic initiatives and ensure compliance.
• Develop SOPs for technical product support, including API troubleshooting.
• Lead cross-functional projects enabling new products and features.
• Drive early user adoption of new banking and payments products.
• Improve support and onboarding workflows through automation.

Skills

Project coordination

Stakeholder communication

Data analysis

SQL knowledge

Education

Bachelor's degree in Business/Management/Economics or related field

Tools

SQL

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.

What you’ll do

Responsibilities

• Collaborate with cross-functional teams to build and scale operational infrastructure that supports the launch of innovative products, ensuring a seamless user experience
• Design the playbook to execute against operational requirements and deliver a best-in-class user experience
• Lead multiple projects simultaneously, managing timelines, resources, and stakeholder expectations to deliver impactful results that align with organizational goals
• Identify and drive process improvements alongside product and engineering teams, focusing on automation opportunities, public document enhancements, and self-serve capabilities that enhance efficiency and effectiveness in workflows
• Engage with stakeholders across the organization to explore new strategic initiatives, closing gaps related to user experience and compliance while driving overall operational excellence
• Collaborate with cross-functional teams to build and scale operational infrastructure that supports the launch of innovative payments and business funding products, ensuring a seamless user experience
• Design the SOPs of technical product support, including API troubleshooting, to execute against operational requirements and deliver a best-in-class user experience securing customer retention objectives for new product releases
• Lead multiple cross-functional projects that enable the launch of new products and features
• Simultaneously, managing timelines, resources, and stakeholder expectations to deliver impactful results that align with organizational goals that increase early user adoption of new banking and business funding products
• Identify and drive service efficiency process improvements alongside payments and business funding product and engineering teams, focusing on automation opportunities for support processes, public document enhancements, and self-serve capabilities that enhance efficiency and effectiveness in customer support and onboarding workflows
• Engage with stakeholders across the organization to explore new product offerings in payments, closing gaps related to user experience and compliance while driving overall excellence for user support and internal operations;
• Run incubation and governance programs for payments and banking products (Stripe Managed Payments, Stripe Capital, fiat-to-crypto onramp/Payin integrations), guiding features from private beta to General Availability by validating operational readiness with go/no-go dashboards and incubation graduation criteria that measure operations KPIs (CSAT, agent productivity, and costs), and by defining support SOPs for internal and vendor support teams
• Lead product compliance and operational-capacity programs for payments and banking product betas, coordinating Legal, Tax, and Risk to identify regulatory gaps (global sales tax compliance, KYC/KYB requirements) and deploy targeted automations and tooling (AI support agents, AI powered onboarding) to increase operational cost savings, limit Stripe’s liability for non-compliance, and inform support resource planning and budgeting

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

Bachelor's degree or foreign equivalent in Business, Management, Economics or a related field, plus 2 years of experience managing timelines, resources, and stakeholder expectations to deliver results that align with organizational goals.

Position also requires the following:

• 2 years of experience documenting operational processes
• 2 years of experience designing and implementing process improvements
• 2 years of experience scaling support operations
• 2 years of experience communicating technical concepts to users and stakeholders
• 2 years of experience building queries using SQL
• 2 years of experience analyzing large datasets to draw conclusions and make recommendations

Salary: $148,450 - $210,600/yr.

This salary range represents the base salary range for the role and any sales commissions/sales bonuses targets, if applicable, would be in addition to the base salary.

40 hrs/week

Up to 50% telecommuting permitted.

Multiple Positions Available.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.NY19