S Consumer Operations, Program Manager Stripe via Greenhouse New York, NY Global operations View role

Nubeero Limited; New York (NY); Hybride; USD 140 000 - 200 000; Plein temps

Avantages offerts par ce poste

Equity

Bonus potential

401(k) plan

Medical, dental, and vision benefits

Wellness stipend

Résumé du poste

Stripe, LLC in New York, NY is seeking a Consumer Operations Program Manager to lead cross-functional efforts defining operational requirements for new Link/Crypto onramp products and to partner with Product and Engineering to implement needed infrastructure and tools. You will advocate for users and design self-service, compliant workflows.

The role requires a 5+ year track record in operations with SQL data analysis, PRD/BRD writing, and CRM automation, and offers hybrid work with 40 hours

Qualifications

• Bachelor's degree in Business, Management, Economics or related field and 5+ years of post-degree experience.
• 5 years of data querying and analytics with SQL.
• 4 years leading cross-functional projects to improve UX and support efficiency.
• 1 year designing test cases for new features and updates.
• 1 year coordinating feedback between end users, support teams and product teams.
• 1 year writing PRDs/BRDs translating ops needs into technical requirements.
• 1 year using Salesforce, Case Studio, CRV and building automations.

Responsabilités

• 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 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 KPIs.

Connaissances

SQL queries

Project leadership

Test case design

Feedback loops

PRD/BRD writing

CRM automation

Formation

Bachelor's in Business

Outils

Salesforce

Case Studio

CRV

Description du poste

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

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.

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; and wellness stipends.NY33 #LI-DNI