Vendor Manager

Summary

Join Stripe's vendor management team and lead outsourced support operations as our global footprint expands. Partner with cross-functional stakeholders to optimize support processes, improve top-line metrics, and drive support-centric projects. Oversee vendor operations for user-facing teams, ensuring world-class support experiences. Act as a subject matter expert for other teams, optimizing support processes across Stripe. Lead large projects to create operational efficiencies and maximize impact. Ensure proposals for change meet desired outcomes and optimize key metrics.

Requirements

• At least 8+ years of direct vendor management experience within a BPO environment
• Experience leading vendor operations teams responsible for technical customer support, ideally in high-growth tech companies or startups
• Excellent written and verbal communication skills
• Strong operational background and a track-record of making data driven decisions. Ability to write simple queries and run data analysis on tableau, SQL or equivalent
• An ability to execute on and deliver complex operational projects involving multiple stakeholders

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

• You enjoy managing large cross-functional and global projects
• You enjoy doing whatever it takes to execute on complex initiatives, and have a track record for taking projects from conception to launch
• You have a knack for working well with a wide range of people across internal teams and external vendors
• You are action-oriented, with strong organization skills and attention to detail
• You enjoy working amidst high ambiguity, and do whatever it takes to execute on complex projects
• You excel in analytical thinking and problem solving, and use first-principles thinking and data to structure strategic recommendations