Remote Support Enablement Program Manager

Summary

Join Stripe's Community Operations (CO) team as a trailblazing program manager in our social media care team within our global Support Operations organization. This pivotal role will shape a seamless support experience for our diverse user base across multiple platforms.

Requirements

• 7+ years of program management experience in business strategy or customer support operations, preferably in social care, customer care, or executive-level escalation support
• Demonstrated success in driving large-scale improvement initiatives and cross-functional collaboration
• In-depth knowledge of social platforms, analytics tools, trends, and social care best practices
• Exceptional communication skills with the ability to manage high-pressure situations and deliver compelling narratives to stakeholders
• Strong problem-solving skills and customer-centric attitude, balancing short-term response with long-term operational strategy
• Ability to effectively manage multiple tasks, prioritize in a fast-paced environment, and work autonomously

Responsibilities

• Orchestrate cutting-edge social media monitoring, addressing user concerns and preventing escalations through proactive engagement
• Defuse potential social media firestorms, safeguarding Stripe's reputation through pre-established relationships and coordinated internal communication
• Decode and leverage social trends to enhance user engagement and operational efficiency, sharing insights with cross-functional teams to implement friction-reducing solutions for users
• Architect and launch global, game-changing social care strategies aligned with broader Support Operations objectives that enhance long-term organizational efficiency
• Seamlessly blend social care experiences with traditional support channels to ensure consistent, high-quality user interactions
• Collaborate with CO leadership to drive key performance indicators, including response times, resolution rates, and user satisfaction scores
• Ignite the potential of frontline team members, and foster team accountability through data-driven feedback
• Spearhead revolutionary simplification and automation projects, balancing implementation effort with user and associate impact
• Facilitate clear communication across various roles and functions, delivering compelling narratives to senior leadership
• Employ data-driven analysis for program performance evaluation and decision-making processes
• Transmit and foster our values, serving as a beacon of Stripe's user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment
• Aid the organization's growth efforts through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements

Preferred Qualifications

• Advanced knowledge of enterprise social media management platforms (e.g., Khoros, Sprinklr, Hootsuite, Sprout Social), including administrative management and configuration
• Proven track record of generating innovative, user-focused content ideas and building user-to-user communities to enhance support and drive product adoption
• Technical proficiency, including SQL, Tableau, API usage, and comfort with troubleshooting
• Prior experience leading a frontline support operations team
• Familiarity with the FinTech industry and demonstrated passion for learning new technical products and features