Operations Program Manager

Summary

Join Stripe's Payments Product group as an Operations Program Manager and play a pivotal role in shaping the future of financial technology. You will improve the efficiency and effectiveness of product development by streamlining processes, coordinating across departments, and scaling operations of core payment processing products. This highly cross-functional role involves partnering with product, engineering, GTM, and partnerships teams. Responsibilities include streamlining workflows, owning operational tasks, managing user communication for technical integrations, overseeing beta programs, and conducting data analysis. Success requires strong program management skills, a proactive approach, and excellent communication abilities. The ideal candidate will thrive in a fast-paced, ambiguous environment and possess a customer-centric mindset.

Requirements

• 5+ years of experience in operations program management, product operations, and/or product management
• Excellent program management skills with experience managing complex, cross-functional projects with multiple functional stakeholders
• Ability to run programs with multiple workstreams, quickly gathering enough context on each to drive the right outcomes and decisions
• Excellent written and verbal communication with the the ability to speak to leaders across different teams, such as partnerships, product, engineering, and sales
• Demonstrated ability to thrive in “influence without authority” environments
• Experience facilitating meetings with a strong focus on driving goals and outcomes
• Critical thinking and first-principles thinking (e.g., ability to question how we are working rather than simply executing), and the ability to zoom out to the most important questions
• A “can do” attitude, comfort with ambiguity, and ability to juggle multiple priorities simultaneously
• Customer-centric and strategic mindset. You demonstrate a strong sense of customer empathy and an ability to think about what will improve the user experience
• Adaptability is key – we’re starting a new team and you should be comfortable defining your role as we go and wearing many hats
• Exceptional organizational skills and attention to detail

Responsibilities

• Partner closely with the Payments product team: Understand priorities and bottlenecks to make product launches a success
• Streamlining processes and workflows: Identify where work gets bogged down and implements repeatable processes to make collaboration easier. This can include creating standardized templates, establishing clear handoff processes between teams, and removing bottlenecks in the product development lifecycle
• Owning operational tasks that sit today with Product and Engineering: In particular tasks that scale with the number of users or require repeatable or automatable patterns. You act as a general enabler for the product org and proactively take on various operational tasks – such as coordinating cross-team meetings, facilitating A/B tests, monitoring post-launch product performance, and triaging product issues to help the product teams deliver
• User communication for technical integrations: Many Stripe customers integrate directly into our APIs, and their integration is their main entry point into Stripe. This means that when the product changes, customers must be informed and sometimes make updates on their end. You will own the process of communicating product updates, especially technical changes, to enterprise customers
• Beta programs and controlled rollouts: A beta program might involve inviting a handful of friendly customers (or internal users) to try a new feature in a limited production release. You would help define the scope of the beta, criteria for participant selection, and the feedback collection process. You act as the point of contact for beta customers – providing them with instructions, tracking any issues that arise, and funneling feedback to the product and engineering teams
• Data analysis and customer feedback management: You help the team make the most of the data and feedback collected from users​, for instance in the context of a Beta product testing
• Overall, you accelerate feedback loops, increase operational efficiency, and ultimately help the product organization deliver better outcomes faster​

Preferred Qualifications

• Experience in an externally facing role engaging with users
• Experience working with SQL and using data to identify trends, generate insights and solve problems
• Experience working in a high-growth technology startup
• Experience working in a fintech or payments-focused technology company