Product Manager, Support Experience

Stripe; Bridgeville (DE); On-site; USD 119,000 - 178,000; Full time

Job summary

Stripe is seeking a Product Manager for the Support Experience team to elevate our conversational AI agent, which handles 100k+ conversations weekly. You will shape how users interact with Stripe to resolve issues and accelerate adoption.

Own prompts, evals, skills, and tooling; partner with Conversation UX and Platform teams to unlock new capabilities; drive iterative improvements with a strong emphasis on user experience.

Qualifications

• 7–12+ years of industry product management experience (does not include internships or co-ops).
• Deep user empathy and a high bar for user experience.
• Experience leading cross-team initiatives from ideation to execution.
• Technical expertise: you've led technical products or have a CS background.
• Strong written and verbal communication skills.

Responsibilities

• Improve outcomes of Stripe's AI agent with 100k+ weekly conversations.
• Be opinionated on the UX for conversational AI, blending UI and conversation.
• Build, ship and iterate on AI skills, prompts, and tooling.
• Create continuous improvement loops from problems to AI solutions.
• Collaborate with Conversation UX and Platform teams to unlock capabilities.

Skills

User empathy

Ambiguity tolerance

Technical skills

Cross-team leadership

Communication skills

Education

Computer science background

Job description

Product Manager, Support Experience

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 businesses running and unlocking growth across Stripe's product suite.

What you'll do

As a Product Manager for Support Experience, you will be responsible for improving the outcomes of Stripe's user-facing AI agent that holds 100k+ conversations per week. You'll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like. You'll directly build agent capabilities to solve real-world user problems. That means getting hands-on with prompts, evals, skills, tools and the machinery that lets you introspect and identify opportunities within the conversational experience.

Responsibilities

• Make Stripe's conversational AI agent as capable and effective as our best human agents by identifying customer problems and building solutions to them.
• Be opinionated on the UX for conversational AI - the best experiences are a hybrid of UI and conversation - you'll need to identify the primitives we need to build to be successful.
• Build, ship and iterate on AI skills, and help build the systems that enable the rest of Stripe to do the same.
• Create continuous improvement loops from problems to scaled AI solutions and relentlessly accelerate those loops.
• Redefine how we think about quality for agentic conversations.
• Partner with the Conversation UX and Platform teams to unlock novel capabilities for the AI agent

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.

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.
• 7–12+ years of industry product management experience (does not include internships or co-ops)
• Deep user empathy and a high bar for user experience
• 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

In-office expectations

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 Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland 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.

Pay and benefits

The annual salary range for this role in the primary location is €102,400 - €153,600. This range may change if you are hired in another location. For sales roles, the range provided is the role's On Target Earnings () range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.

Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant's location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.

We look forward to hearing from you.

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.

Please find our EU applicant personal information notice here.

Role details

• Company: Stripe
• Team: Payments
• Office location: Dublin HQ
• Employment type: Full time