Strategic Programs Lead, Customer Advocacy

Stripe; Atlanta (GA); Hybrid; USD 142,000 - 212,000; Full time

Benefits offered by this job

Equity

401(k) plan

Medical, dental, and vision benefits

Wellness stipends

Job summary

Stripe is seeking a Program Manager on the Customer Advocacy and Programs team within Customer Success to lead high-priority, cross-functional initiatives that improve how Stripe listens to, advocates for, and serves its users.

You’ll take broadly defined problems from discovery through execution: understanding user and business needs, defining the right approach, aligning stakeholders, building an actionable plan, and driving work through launch, adoption, and iteration.

Qualifications

• 5+ years of experience in program management, business operations, strategy and operations, consulting, or a related discipline.
• A track record of leading complex, cross-functional programs from an ambiguous starting point through implementation, adoption, and measurable outcomes.
• Strong structured problem-solving skills, with the ability to diagnose problems, synthesize varied inputs, evaluate trade-offs, and develop practical recommendations.
• Demonstrated ability to move between strategy and detailed execution and a willingness to personally drive the work required to deliver results.
• Excellent written and verbal communication skills, with the ability to create clarity for audiences ranging from frontline teams to senior leaders.
• Strong stakeholder management and influencing skills, including experience aligning teams with different incentives, perspectives, or priorities.
• Sound judgment and prioritization skills, particularly when operating with incomplete information or changing business needs.
• A user-oriented approach and the ability to incorporate customer and frontline perspectives into program design and decision making.
• High adaptability and comfort developing expertise quickly across unfamiliar or evolving problem areas.
• High degree of comfort with AI tools.

Responsibilities

• Lead strategic programs end to end: Own a portfolio of high-priority initiatives from problem definition and strategy through planning, execution, launch, and measurement.
• Turn ambiguity into action: Diagnose complex or loosely defined problems, identify their underlying causes, and translate them into clear objectives, scope, decisions, and workplans.
• Drive cross-functional execution: Align stakeholders around shared outcomes, clarify roles and decision rights, manage dependencies and risks, and maintain momentum across teams with different priorities.
• Represent users and frontline teams: Gather and synthesize qualitative and quantitative insights to understand user needs, frontline friction, and opportunities to improve the customer experience.
• Establish measures of success: Define meaningful program outcomes and leading indicators, build feedback loops, and use evidence to determine what to expand, improve, or stop.
• Communicate with clarity: Produce concise recommendations, decision documents, and leadership updates that surface the most important insights, trade-offs, risks, and actions.

Skills

Program management

Cross-functional leadership

Structured problem solving

Strategy execution

Written and verbal communication

Stakeholder management

Prioritization

User-focused

Adaptability

AI tools

Job description

Stripe is seeking a Program Manager on the Customer Advocacy and Programs team within Customer Success to lead high-priority, cross-functional initiatives that improve how Stripe listens to, advocates for, and serves its users.

You’ll take broadly defined problems from discovery through execution: understanding user and business needs, defining the right approach, aligning stakeholders, building an actionable plan, and driving work through launch, adoption, and iteration.