Product Support Operations Manager, Stripe
$139-208.4k
More information about location
A financial infrastructure platform for businesses
Open for applications
A financial infrastructure platform for businesses
1001+ employees
Open for applications
$139-208.4k
More information about location
1001+ employees
Company mission
To increase the GDP of the internet
Role
Who you are
- At least 6+ years of direct people management experience
- Experience leading operational teams such as product support teams (preferably in high-growth technology companies)
- Excellent written and verbal communication skills
- A strong operational background and a track-record of making data driven decisions
- Skill and credibility doing the core work of a user facing team with a high bar for quality and a willingness to lead by example
- An ability to execute on and deliver complex operational projects involving multiple stakeholders
Desirable
- Prior experience with SQL, Tableau and APIs
- Comfort with some technical troubleshooting
- Familiarity with FinTech industry and products
- Passion for learning new functions and features of technical products
- Experience leveraging root-cause analyses to make data driven decisions
What the job involves
- Stripe is looking for a leader for our Product Support team
- This manager will lead a high performing team motivated by improving the lives of Stripe’s user base
- They will cultivate the happiness of their teams while guiding them through feedback, mentoring, and advocacy within the organization
- This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals
- The Priority Services team is also responsible for managing large operational projects
- Guide the organization to design and deliver incredible user support
- Ensure team members are happy, effective, and growing in their career and new work experiences
- Set clear goals and directions, and provide regular feedback on team members’ performance
- Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports
- Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment
- Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements
Our take
Stripe, nowadays a FinTech giant, spent the first few years since its founding building up its payments business, which primarily consisted of providing an API to eCommerce businesses so that they could easily integrate a payments option in their apps or websites, where before there was none.
More recently, Stripe has started to accelerate its growth with a significantly larger range of financial services including cash advances and credit cards. They also plan to build incorporation services, fraud protection, and more, diversifying its revenue away from payments and differentiating itself from its competitors.
To further expand its position, the company is looking to triple its presence in Ireland, and extend its services to countries with vast customer potential, including Brazil and India. Its latest venture, coming atop significant new funds, is to partner with OpenAI, the company behind ChatGPT - a win-win collaboration that will monetize OpenAI’s flagship products and at the same time enhance Stripe with GPT-4, as it moves forwards with intentions to "build the payments foundation for tomorrow's AI economy."
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
-5% employee growth in 12 months
Company
Funding (last 2 of 13 rounds)
Mar 2023
$6.5bn
GROWTH EQUITY VC
Mar 2021
$600m
SERIES H
Total funding: $8.7bn
Company benefits
- Unlimited paid time off policy
- Work from home opportunities
- Comprehensive mental, physical and medical health plans
- Fertility benefits and parental leave
Company values
- Built for builders - The best reason to work at Stripe is that you will have colleagues who support and challenge you to do the best work of your career. We combine a big-picture mindset with obsessive attention to the details, down to the last pixel, API parameter, and word.
- An environment of growth - We care about results more than CVs. We value managers who remain experts while developing talent and designing successful orgs. You can also have a big impact and advance far without managing anyone. We want you to take what you’ve been hired to do, and show us how it’s done – you might create something we never would have imagined. We have had account managers start a publishing arm, interns who have run business units, and hackathon participants who have built company-defining products.
- Fast-paced, detail oriented - We balance innovation with scrupulous attention to every bit and byte involved in the movement of money – because we can’t do our job well unless we do both. When we started, we emailed every API error to everyone at the company. Now, we have more than 250 million API requests a day – and we still care about each one.
- Voraciously curious - We wish there was a book that described what we need to do next (we’d even publish it), but since there isn’t, we all have to write it together. You will need to find answers to questions you’ve never been asked before. Sometimes, you will be the first person ever to contemplate a particular problem. We want people who devour books for fun and approach new challenges with eager curiosity.
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Patrick Collison
(Content Strategist)Studied maths at MIT before founding Stripe. Also on the board of the Long Now Foundation.
John Collison
(President)Studied at Harvard but dropped out to found Stripe.
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