Program Manager, Tax Operations

Summary

Join Stripe's Tax Operations team as a Senior Program Manager to work on scaling support and internal processes for tax compliance products and programs, ensuring a seamless user experience.

Requirements

• 8+ years of experience in operational, product, consulting, or project management roles
• A strong sense on how to scale great user experiences and can design and continuously improve operational processes
• A history of building scaled, proactive, users-first support solutions
• Have experience executing and delivering complex operational projects working directly with diverse, distributed teams and their cross-functional stakeholders
• Enjoy a fast-paced work environment and crafting rapid and strategic fixes to high intensity, sensitive problems
• You have strong written and verbal communication skills with strong empathy for solving user problems
• Data driven decision making is your happy place
• Are comfortable navigating through ambiguity, and have a keen eye for detail and a high bar for quality
• Have a tactical, empathetic mindset and are a curious, resourceful, self-starter

Responsibilities

• Build scaled support and continuous improvement for product & process launches including working with cross-functional teams to stand up user-facing, vendor, and internal documentation, training, and workflows, along with support forecasting and associated planning
• Manage the completion of milestones and delivery of large-scale, cross-functional, user-facing and internal initiatives
• Prepare data analytics to monitor trends on key user support indicators of product health and deliver data-driven product and support improvements
• Refine tools, strategize and organize processes and education to increase the quality of the user experience; identify and prevent possible gaps in compliance with regulatory standards and successfully collaborate with multiple Stripe teams to execute proactive prevention strategies and action plans
• Manage the end-to-end life cycle of tax reporting product launches; including scoping requirements and features, design review, testing, launch, post-launch support, and product and support feedback and improvements

Preferred Qualifications

• Proficiency in SQL, Splunk or equivalent query languages
• PMP certification or other relevant business management certifications
• Previous Tax, regulatory, or compliance experience or experience in a high growth technology company
• Comfort with some technical troubleshooting