Operations Program Manager, Consumer Support

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

About the team

The Consumer Support team partners closely with Product, Engineering, Legal, Compliance, Regulatory, Localisation, Operations Technology, and other Operations teams to build and scale support for Link and Crypto Onramp products.

What you’ll do

As part of the Consumer Support team, you will develop a deep understanding of Stripe’s consumer product suite and identify opportunities to resolve consumer pain points at scale. You will influence Product and Engineering roadmaps, shape support strategies, and build scalable operations for new and existing consumer products.

This is a highly visible, senior individual contributor (IC) role. While you will influence senior leadership and set strategic direction, you are also the primary driver of execution. You will need to zoom out to design the long-term vision, and zoom in to manage the details—building templates, tracking deliverables, writing documentation, and directly unblocking cross-functional teams.

Responsibilities

Lead or partner with cross-functional teams, including Product, Engineering, Legal, Compliance, Support, Operations Technology, and Vendor Management, to define operational requirements for new Link, Stripe Managed Payment, and Crypto Onramp products, features, and experiments

Partner with Product and Engineering to build the infrastructure and tooling required to launch and scale consumer operations

Represent the voice of the consumer and advocate for product improvements that address recurring pain points and their root causes

Develop support strategies that improve the consumer experience and increase adoption of effective self-service tools

Identify and deliver operational improvements that enable Consumer Support to scale efficiently

Use data to surface insights, prioritize opportunities, and measure the impact of operational and product changes

Deliver a high-quality consumer experience while meeting applicable local, consumer-protection, and regulatory requirements

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

A bachelor’s degree in business, management, economics, or a related field, or equivalent practical experience

8+ years of experience in strategy and operations, consulting, program management, or a related field

Experience working in highly cross-functional roles spanning strategy, analysis, and operations in a fast-paced environment

Strong program management skills, including experience leading complex programs from strategy through execution and delivering measurable business impact

Strong analytical and critical-thinking skills, with the ability to derive insights from data and translate them into action

Excellent written and verbal communication skills, including the ability to explain complex topics clearly to leaders and partners across Product, Engineering, and Operations

Experience aligning stakeholders with different priorities and driving commitment toward shared outcomes

Ability to bring structure to complex, ambiguous problems and solve them using first-principles thinking

Ability to execute independently with minimal guidance

Preferred qualifications

Proficiency in SQL, including writing queries and analysing large datasets

Experience using AI tools to i