Staff Product Manager, Support Experience

Stripe is a financial infrastructure platform for businesses, and they are seeking a Staff Product Manager for Support Experience. The role involves building the platform that enables Stripe’s user-facing AI agent to solve problems across the Stripe product suite and developing feedback loops for continuous improvement of conversational experiences.

Responsibilities:

• Create the home for product teams to safely build out, understand and improve their conversational experiences
• Build feedback loops from conversations through improvement recommendations to generating evals and prompts
• Make Stripe’s conversational AI agent as capable and effective as our best human agents by identifying scaled ways to improve its capabilities across surfaces, user segments and products
• Integrate human and AI conversations in the platform so that teams can understand and manage both
• Develop the infrastructure that enables internal and external AI experiences to be driven from the same foundational primitives - so that teams can build once and have that capability available to internal, external and 3rd party use cases
• Partner with GTM on expanding assistive capabilities to Stripe’s GTM layer
• Partner with the Conversation UX team to unlock novel capabilities for the AI agent

Requirements:

• 12+ years of experience as a Product Manager
• Deep user empathy and a high bar for user experience
• Experience developing a multi-year vision, strategy and roadmap for large scale products
• Experience leading cross-team initiatives from ideation to execution
• Technical expertise: You've led technical products and/or have a background in computer science (or similar)
• Strong written and verbal communication skills