Manager, Quality Support Operations

Role Overview

• Partner cross-functionally across our Support organization to devise and execute strategies to evolve our Support infrastructure and processes in service of our top-line mission
• Support the Support business teams through scaled change management to effectively enable, launch, and scale new quality processes
• Lead a team of high-performing program managers across multiple workstreams; this includes providing consistent coaching, setting vision and goals, holding the team to a high-bar, fostering a strong team culture, and leading hiring efforts when relevant
• Own the quality business outcomes and metrics associated with Support Ops processes including operational efficiency and user experience
• Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment

Requirements

• 10+ years of experience in Support Operations, business process analysis, strategy and operations, consulting, and/or program management
• 8+ years of experience managing teams of program managers