Staff Product Manager, Support Experience

Stripe; San Francisco (CA); Hybrid; USD 214,000 - 322,000; Full time

Benefits offered by this job

Equity

Bonus/Commissions

401(k)

Medical/Dental/Vision

Wellness stipend

Job summary

Stripe seeks a Senior Product Manager for the Support Experience team in San Francisco to lead the platform enabling AI-powered user conversations across Stripe’s product suite.

You will build rapid feedback loops, improve conversational experiences, and drive the next generation of AI-enabled support features with cross-functional teams across GTM, UX, and product engineering.

Qualifications

• 12+ years of experience 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 leading cross-team initiatives from ideation to execution.
• Technical expertise: you've led technical products or have a background in computer science.
• Strong written and verbal communication skills.

Responsibilities

• Create the home for product teams to safely build out, understand and improve their conversational experiences.
• Build feedback loops from conversations through improvement recommendations to generating evals and prompts.
• Make Stripe’s conversational AI agent as capable and effective as our best human agents by identifying scaled ways to improve its capabilities across surfaces, user segments and products.
• Integrate human and AI conversations in the platform so that teams can understand and manage both.
• Develop the infrastructure that enables internal and external AI experiences to be driven from the same foundational primitives.
• Partner with GTM on expanding assistive capabilities to Stripe’s GTM layer.
• Partner with the Conversation UX team to unlock novel capabilities for the AI agent.

Skills

Product management

User empathy

Roadmap strategy

Cross-team leadership

Technical background

Communication

Education

Bachelor's degree in CS

Job description

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.

Who we are

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

The rise of AI agents has fundamentally changed how users interact with Stripe, with a supermajority of conversations with Stripe now occurring via AI across various surfaces including third‑party platforms. These conversations now blend planning, building, configuration, and troubleshooting.

As a Product Manager for Support Experience, you will be responsible for building the platform that enables Stripe’s user‑facing AI agent to solve problems across the Stripe product suite. You’ll develop rapid AI‑powered feedback loops that enable product teams across Stripe to continuously improve the conversational experience of their users and build the infrastructure to enable powerful and flexible conversational experiences to run in diverse properties such as Stripe’s merchant dashboard, consumer apps, and experiences mediated by third‑party agents.

You’ll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like.

Responsibilities

• Create the home for product teams to safely build out, understand and improve their conversational experiences.
• Build feedback loops from conversations through improvement recommendations to generating evals and prompts.
• Make Stripe’s conversational AI agent as capable and effective as our best human agents by identifying scaled ways to improve its capabilities across surfaces, user segments and products.
• Integrate human and AI conversations in the platform so that teams can understand and manage both.
• Develop the infrastructure that enables internal and external AI experiences to be driven from the same foundational primitives - so that teams can build once and have that capability available to internal, external and third‑party use cases.
• Partner with GTM on expanding assistive capabilities to Stripe’s GTM layer.
• Partner with the Conversation UX team 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. The preferred qualifications are a bonus, not a requirement.

Minimum Requirements

• 12+ years of experience 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 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

Hybrid work at Stripe

This role is available either in an office or a remote location (35+ miles or 56+ km from a Stripe office).

In‑office expectations

Office‑assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in‑person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

Working remotely at Stripe

A remote location is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on‑sites, meet‑ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently live or plan to live.

Pay and benefits

The annual US base salary range for this role is $214,300 - $321,500. For sales roles, the range provided is the role’s On Target Earnings ("OTE") 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 location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

• equity
• company bonus or sales commissions/bonuses
• 401(k) plan
• medical, dental, and vision benefits
• wellness stipends

Please find our California applicant personal information notice here.

The application window will remain open for 100 days after the Job Post is published. However, this opportunity will remain open based on the needs of the business, which may cause the application window to close before or after the 100‑day mark.

Core Values

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.