Consumer Operations, Program Manager

EngineersOfAI; New York (NY); Hybrid; USD 150,301 - 210,600; Full time

Benefits offered by this job

Equity

Company bonus

401(k) plan

Medical, dental, and vision benefits

Wellness stipends

Job summary

Stripe, LLC is seeking a Consumer Operations Program Manager in New York, NY to lead cross-functional teams and define operational requirements for Link/Crypto onramps. You will partner with Product and Engineering to build the necessary infrastructure, while representing user needs in product discussions and shaping self-service tools for customers.

The role requires a Bachelor's or foreign equivalent in a related field and 5+ years of progressive operations experience, with proficiency in SQL,

Qualifications

• Bachelor's degree or foreign equivalent in Business, Management, Economics or a related field.
• 5 years experience pulling data, creating queries and analyzing large datasets using SQL.
• 4 years experience leading end-to-end execution of large, cross-functional projects to improve user and Support Specialist experience and operational efficiency.
• 1 year experience designing and executing comprehensive test cases for new features, system updates, and process changes.
• 1 year experience coordinating feedback loops between end users, support teams and product teams.
• 1 year experience writing Product Requirement Documents (PRDs) and Business Requirement Documents (BRDs) and translating operational needs into technical requirements.
• 1 year experience with CRM and support platforms including Salesforce, Case Studio, and CRV, designing automations, workflows, and routing logic.

Responsibilities

• Lead or collaborate with cross-functional teams to define operational requirements for new Link/Crypto onramp products, features, and experiments.
• Partner with Product and Engineering to design and implement infrastructure and tools for operational workflows.
• Represent user interests in product development discussions and advocate for consumer experiences.
• Develop customer support strategies and tools to enhance self-service options.
• Ensure processes and features comply with local laws and consumer protection requirements.
• Monitor operational metrics and drive improvements to meet KPIs like consumer satisfaction and SLAs.

Skills

SQL

Cross-functional leadership

PRD/BRD writing

Education

Bachelor's degree or foreign equivalent in Business/Management/Economics

Tools

Salesforce

Case Studio

CRV

Job description

Consumer Operations, Program Manager - Stripe, LLC - New York, NY

Who we are

About Stripe

Stripe, LLC. 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

• Lead or collaborate with cross-functional teams, including Product, Engineering, Legal, Compliance, Support, Operations Technology, and Vendor Management, to define operational requirements for new Link/Crypto onramp products, features, and experiments.
• Partner with Product and Engineering teams to design and implement the infrastructure and tools needed to support operational workflows.
• Represent the interests of users in product development discussions and advocate for solutions that improve the consumer experience.
• Develop customer support strategies and implement tools to enhance self-service options for users.
• Ensure operational processes and product features comply with applicable local laws, regulations, and consumer protection requirements.
• Monitor and analyze operational metrics, driving continuous improvements to meet key performance objectives, such as consumer satisfaction, contact rate, and service-level agreements (SLAs).

Who you are

Minimum requirements

Must have a Bachelor's degree or foreign equivalent in Business, Management, Economics or a related field, plus 5 years of post bachelor's progressive experience in Operations. Must also have each of the following:

• 5 years experience pulling data, creating queries and analyzing large datasets using SQL.
• 4 years experience leading end-to-end execution of large, cross-functional projects to improve user and Support Specialist experience and operational efficiency.
• 1 year of experience with designing and executing comprehensive test cases for new features, system updates, and process changes.
• 1 year experience coordinating feedback loops between end users, support teams and product teams.
• 1 year experience writing Product Requirement Documents (PRDs) and Business Requirement Documents (BRDs) and the ability to translate operational needs into technical requirements.
• 1 year experience with CRM and support platforms including Salesforce, Case Studio, and CRV, including designing and implementing automations, workflows, and routing logic to reduce manual tasks for Support agents.

Salary: $150,301 - $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

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
• wellness stipends

NY33 #LI-DNI