Complaints Program Manager

Summary

Join Stripe's Complaints Operations team as a Program Manager to manage and improve the company's complaints program, focusing on the EMEA region. You will ensure regulatory compliance, streamline user workflows, and identify process gaps. This role requires collaboration with internal teams, including Compliance and Legal, to resolve user issues effectively. The ideal candidate possesses strong project management skills, regulatory expertise, and experience in fast-paced environments. You will leverage your analytical skills to drive improvements in operational maturity and user experience. This position offers the opportunity to make a significant impact on Stripe's regulatory compliance and user satisfaction.

Requirements

• Has 5+ years of demonstrated project management skills and a proven track record for operationalizing and scaling cross-functional organization-wide programs from the ground up
• Has excellent collaboration, communication, and relationship building skills and the ability to convey complex ideas succinctly to all audiences
• Has an analytical approach to decision-making. You are meticulous, objective and skilled at using metrics to drive decisions
• Has demonstrated experience and interest in regulatory operations. You have experience with complaints specific programs and European consumer protection laws
• Has experience in fast-paced, high-growth environments and can manage several tasks in tight timelines and can manage shifting priorities

Responsibilities

• Manage complaints programs end to end to ensure regulatory readiness and compliance and audit adherence
• Lead our EMEA Complaints program, driving enforcement, monitoring and resolution
• Continuously improve user-facing workflows to ensure operational streamlining for existing and new laws and regulations
• Review and identify gaps and quality issues in our global complaint handling processes
• Build expertise across a breadth of Stripe’s products and users through an understanding of the Complaints trends and user needs
• Leverage your deep regulatory expertise to collaborate with internal partners and users in complex user conversations
• Work closely with Stripe’s Compliance and Legal teams to fulfill user requests
• Be a strong advocate for regulatory operations while working with product, engineering, and other internal partners

Preferred Qualifications

• Has strong research skills; able to analyze complex problems in order to identify root cause and trends; able to document complex narratives in a simplified way which are easy for others to use
• Is confident making decisive judgment calls in the absence of fully complete information
• Is comfortable working independently and collaborating with a distributed team
• Is excited to build resources to help other Stripes understand these complex topics