Business Process Program Manager

Summary

Join Stripe's Business Process team as a Business Process Program Manager and lead multiple workstreams to enhance user experience and reduce operational costs, particularly within the Risk space. You will partner with cross-functional stakeholders to execute large projects improving top-line metrics, act as a steward for support processes, and serve as a subject matter expert for other teams. This role requires strong program management skills, experience managing senior leadership stakeholders, and excellent communication abilities. The ideal candidate possesses a deep understanding of business process analysis, strategy, and operations, along with a passion for optimizing processes and improving customer experience. This position offers the opportunity to make a significant impact on a global scale within a dynamic and innovative company.

Requirements

• 8+ years of experience in business process analysis, strategy and operations, consulting, and/or program management
• Experience working in customer-facing roles (e.g. customer support, sales, partnerships, consulting, professional services, etc.)
• Program management skills with experience managing end-to-end execution of projects/programs that have transformed their company’s operations
• Experience managing stakeholders in senior leadership
• Critical thinking and data-analysis skills with experience navigating large data sets
• Communication skills with experience articulating complex topics in an easy-to-consume way
• Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal
• An interest in digging into the details of products/processes

Responsibilities

• Partner closely with our cross-functional stakeholders to scope and execute large projects to create operational efficiencies that improve top-line metrics
• Partner cross-functionally with stakeholders throughout Operations on strategy and project plans to maximize the impact of your work
• Act as a steward for our support processes - ensuring that proposals to change meet our desired outcomes and optimize for key metrics while minimizing potential risks
• Serve as a subject matter expert for other teams to ensure support processes are optimized across Stripe as new products, projects, and processes launch
• Drive support-centric projects to include process improvement and optimization efforts, and establish and maintain support resource governance

Preferred Qualifications

• Experience in Risk operations
• Strong critical thinking and data-analysis skills with experience navigating large data sets
• Experience with SQL
• Experience digging in to understand how new-to-you technical products work, and understanding customer and agent pain points
• Excellent communication skills with experience articulating complex topics in an easy-to-consume way
• A familiarity with APIs