Remote Complaints Program Manager

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Stripe

๐Ÿ“Remote - United States

Job highlights

Summary

Join Stripe's Complaints Operations team as a program manager to execute on regulatory requirements, specifically in the AMER region. This role will involve managing complaints programs end-to-end, leading platform-specific Complaints programs, and improving user-facing workflows.

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 US 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 platform specific 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 Stripeโ€™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 Stripeโ€™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

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