Consumer Operations Program Manager — Remote/Hybrid, Equity

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

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,