Collections Operations Program Manager

Stripe; San Francisco (CA); On-site; USD 112,000 - 168,000; Full time

Job summary

Stripe is seeking an Operations Program Manager for the Collections team to own and evolve programs that recover overdue Stripe Capital loans while maintaining a positive user experience.

You will handle complex cases, design scalable, data‑driven improvements, and collaborate with Product, Engineering, Compliance and Operations to improve recovery rates, compliance, and customer experience. This role blends hands‑on casework with strategic program design in a fast‑growing fintech environment.

Qualifications

• 3+ years of program management experience, with a focus on operational process design, implementation, and scaling
• Willingness and ability to perform hands‑on casework alongside program responsibilities
• Strong problem‑solving skills with the ability to use data to drive decisions and measure impact
• Excellent communication skills—comfortable conveying complex or sensitive topics to both technical and non‑technical audiences
• Experience managing multiple concurrent projects in a fast‑paced, high‑growth environment with shifting priorities
• Experience in financial services or fintech, particularly in collections or lending operations
• Familiarity with automation tools and techniques, including a working knowledge of SQL
• Experience in change management—taking initiatives from conception through scaled execution
• Background in a compliance‑sensitive environment with knowledge of relevant regulatory frameworks
• Experience designing or managing QA programs, including audit methodologies, scoring calibration, and quality feedback loops

Responsibilities

• Own complex and escalated collections cases end‑to‑end, building understanding of customer pain points and informing program decisions
• Design, launch, and manage collections programs aligned with business objectives and regulatory requirements
• Identify opportunities to automate, standardize, and scale collections operations
• Ensure regulatory and policy compliance across all collections activities; build QA frameworks
• Monitor program performance through analytics and develop data‑driven strategies to optimize outcomes
• Partner with Product, Engineering, Compliance, and Operations to align programs with platform capabilities
• Build and maintain process documentation, playbooks, and training materials

Skills

Program management

Hands-on casework

Data-driven decisions

Communication

Multi-project management

Tools

SQL

Job description

Stripe is seeking an Operations Program Manager for the Collections team to own and evolve programs that recover overdue Stripe Capital loans while maintaining a positive user experience.

You will handle complex cases, design scalable, data‑driven improvements, and collaborate with Product, Engineering, Compliance and Operations to improve recovery rates, compliance, and customer experience. This role blends hands‑on casework with strategic program design in a fast‑growing fintech environment.