Risk Business Process Program Manager

Summary

Join Stripe's Business Process team and contribute to optimizing operational processes that impact millions of support cases yearly. Partner with cross-functional stakeholders to execute large projects enhancing operational efficiency and top-line metrics. Act as a steward for support processes, ensuring proposed changes align with desired outcomes and key metrics. Serve as a subject matter expert for other teams, optimizing support processes across Stripe. Drive support-centric projects, focusing on process improvement and resource governance. This role demands strong analytical, communication, and stakeholder management skills, along with experience in business process analysis and program management.

Requirements

• 8+ years of experience in business process analysis, strategy and operations, consulting, and/or program management
• Experience working in customer-facing roles (e.g. customer support, sales, partnerships, consulting, professional services, etc.)
• Program management skills with experience managing end-to-end execution of projects/programs that have transformed their company’s operations
• Experience managing stakeholders in senior leadership
• Critical thinking and data-analysis skills with experience navigating large data sets
• Communication skills with experience articulating complex topics in an easy-to-consume way
• Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal
• An interest in digging into the details of products/processes

Responsibilities

• Partner closely with our cross-functional stakeholders to scope and execute large projects to create operational efficiencies that improve top-line metrics
• Partner cross-functionally with stakeholders throughout Operations on strategy and project plans to maximize the impact of your work
• Act as a steward for our support processes - ensuring that proposals to change meet our desired outcomes and optimize for key metrics while minimizing potential risks
• Serve as a subject matter expert for other teams to ensure support processes are optimized across Stripe as new products, projects, and processes launch
• Drive support-centric projects to include process improvement and optimization efforts, and establish and maintain support resource governance

Preferred Qualifications

• Experience with SQL
• Experience digging in to understand how new-to-you technical products work, and understanding customer and agent pain points
• A familiarity with APIs