Strategic Programs Lead – User Communications, Advocacy & Escalations

Role Overview

• Drive execution of user-facing work for regulatory programs, compliance requirements, and major risk initiatives impacting Stripe’s largest users
• Handle escalations and directly engage with user executives when required to explain timelines, decisions, and next steps
• Conduct retrospectives and synthesize learnings to continuously raise the bar on execution
• Define internal team and external user engagement strategy across our global roadmap
• Align on key moments and milestones and how we will communicate them
• Program manage multiple user communications in the pipeline simultaneously and ensure they are aligned with program objectives and Stripe’s brand
• Partner and closely across Product, PMM, Content, TPM, and Ops teams on final messaging
• Work with senior leadership to ensure sign offs
• Deliver enablement for GTM teams (AEs and CSMs) and partner with Technical Account Management, Enterprise Support, and Operational teams to ensure consistent understanding and execution
• Create training sessions, field guidance, and reference documentation to drive awareness and preparedness; build and refine repeatable models for regulatory implementation, including templated communications, playbooks, and reporting standards
• Build deep relationships with senior leaders across GTM and Risk teams; develop clear POVs how to execute complex global projects with a user-first mentality
• Facilitate alignment, resolve ambiguity, and unblock dependencies across internal teams and field stakeholders
• Own execution plans from end to end including cross-functional coordination, tracking, risk mitigation, and status reporting

Requirements

• 6+ years in working in a high-performance environment with globally diverse, matrixed stakeholders in a fast-growing scale
• Strong content writing skills (emails, presentations) and strong public speaking skills (trainings, roadshows, senior leadership discussions)
• Strong cross-functional leadership with experience aligning Product, PMM, TPM, GTM and Operations teams toward shared goals
• Experience working with customers directly and experience preparing for and leading customer conversations
• Exceptional written and verbal communication skills including the ability to interface with executive-level stakeholders.

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development