Manager, Onboarding Engagement

Stripe; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading financial technology firm in Mexico City is hiring a team leader for Implementation Specialists. In this role, you will oversee project delivery, manage a talented team, and ensure high-quality user experiences. Candidates should have over 10 years in customer-facing roles and 5 years in leadership within tech. Bilingual proficiency in English and Spanish is essential for effective communication. Competitive benefits and a collaborative work environment are offered.

Formación

• 5+ years of experience in high-growth technology environments.
• 10+ years of customer-facing experience in SaaS.
• Ability to grasp technical concepts swiftly.

Responsabilidades

• Lead a team of Implementation Specialists.
• Oversee project delivery and monitor project health.
• Coordinate escalations across teams.

Conocimientos

Building and leading teams

Customer facing experience

Technical communication

Operational mindset

Analytical skills

Bilingual (English and Spanish)

Descripción del empleo

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

Stripe Accelerate is a division of Professional Services (ProServ) dedicated to helping users maximize the value of their Stripe investment. Accelerate focuses on well-defined use cases and streamlines the implementation of these solutions, guiding users through their journey with precision and efficiency. Our team leverages deep product knowledge, standardized processes, and automation to deliver results. We foster a diverse talent pool, offering high-potential professionals unparalleled growth opportunities and preparing them for successful careers at Stripe.

What you’ll do

In this role, you’ll lead a team of Implementation Specialists dedicated to providing technical guidance throughout the user’s implementation journey with Stripe. Your team will address technical queries, troubleshoot issues, and collaborate closely with frontline developers and technical leaders to ensure a simple, effective experience. You will actively engage with and develop your team, setting clear goals and using metrics to improve performance. Your strong operations mindset and quick thinking will be vital in ensuring that projects are delivered successfully and that users deploy high-quality integrations to realize strategic value from Stripe.

Responsibilities

• Hire, lead and develop a team of Implementation Specialists to provide technical guidance during user implementations
  
• Oversee project delivery of the book of business assigned to your team through: monitoring of project health, quality, and SLA compliance
  
• Effectively manage team capacity through: project assignments, resource allocation and forward capacity planning (including PTO planning)
  
• Coordinate escalations across Product, Sales, Engineering, and Professional Services teams
  
• Identify opportunities to improve processes and adopt new practices that enhance service delivery
  
• Collaborate with cross-functional teams like sales and product to deliver high-impact initiatives
  
• Advocate for exceptional customer service and build strong relationships with users
  

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.

• 5+ years of building and leading high performing professional services and/or customer success/support teams in a high growth technology environment
  
• 10+ years of customer facing experience in an infrastructure, platform, or SaaS business
  
• Ability to convey complex business and technical concepts to both technical and non-technical audiences, along with quickly grasping technical concepts to support escalations
  
• Experience working cross-functionally with global teams to deliver high-impact initiatives
  
• Operational mindset with experience in launching new processes and delivering services
  
• Analytical skills to investigate, prioritize, and identify the root cause of issues
  
• Comfort operating in a highly ambiguous and fast-paced environment
  
• Excellent written and verbal communication skills in English and Spanish
  

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Stripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally.

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.