Product Lead, Support Experience

Stripe; Washington; On-site; USD 180,000 - 230,000; Full time

Job summary

Stripe is seeking a Product Lead for Support Experience to define strategy, write requirements, and drive execution for initiatives that elevate how customers interact with Stripe’s products. You’ll lead and grow a team of PMs delivering high-impact AI-driven and human-support solutions that scale across the business.

The role sits at the intersection of product, AI, and operations, requiring collaboration with AI teams and senior leaders across the company.

Qualifications

• 3+ years of managing product managers, 8+ years as a product manager
• Strong user focus and experience shaping product strategy
• Ability to lead multi-team programs across continents

Responsibilities

• Own and drive the product roadmap for the future of conversational AI and human support
• Shape strategy, steer requirements, and ensure high-quality execution
• Partner with AI teams to unlock opportunities for serving users more effectively
• Build relationships with senior Operations leaders to enhance support functions
• Grow and coach a global team of PMs for conversational and human agents

Skills

Product leadership

User empathy

Cross-functional collaboration

Strategic thinking

Technical background

People management

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.

About the team

The Support Experience group develops and applies technology at all points of the user support journey to solve customer problems at scale, keeping millions of business running and unlocking growth across Stripe’s product suite.

What you’ll do

As a Product Lead for Support Experience, you will be devising strategy, developing product requirements, and driving execution for critical initiatives that create a world-class support experience for all of Stripe’s customers and users. You’ll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like.

You’ll be leading and growing a team of experienced Product Managers who have a track record of delivering high-impact products that elevate the support experience for Stripe’s users and our user-facing support teams. Support is a high-visibility area at Stripe, and you’ll need to be comfortable orienting company leadership around your goals.

Responsibilities

• Own and drive the product roadmap for the future of conversational AI and human support at Stripe
• Shape strategy, steer product requirements, and hold a high bar for the execution of high-impact initiatives that impact key segments and top customers.
• Partner with Stripe’s AI teams to unlock opportunities for serving users more effectively
• Build strong relationships with senior leaders across Operations to continually uplevel our human support functions
• Grow and coach a global team of PMs in building systems and platforms for conversational and human agents.

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.

Minimum requirements

Our ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills, and have the desire to create something new

• 3+ years of managing product managers, 8+ years as a product manager
• Deep user empathy and a high bar for user experience
• Experience developing a multi-year vision, strategy and roadmap for large scale products
• Experience hiring, managing, and building high-performing customer-focused Product Management teams in multiple continents
• Experience leading cross-team initiatives from ideation to execution
• Technical expertise: You’ve led technical products and/or have a background in computer science (or similar)
• Strong written and verbal communication skills