Strategic Program Manager, Support

New

StripeFinancial Infrastructure

Remote, USFull-TimeMiddle

Salary not disclosed

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Job Details

7+ years of experience in strategy and operations, consulting, and/or program management
Experience working in highly cross-functional settings, spanning strategy, analysis, and operations
Strong program management skills with end-to-end execution experience
Robust critical thinking and analytical skills to derive strategic insights from data
Excellent written and verbal communication skills to articulate complex topics
Ability to manage multiple stakeholders and drive creative solutions
Experience with tools for tracking and reporting progress (dashboards, project trackers, documentation platforms)
Interest in digging into product and process details to improve user and internal team experience
Ability to execute with minimal guidance in ambiguous contexts
Experience working in customer-facing roles (e.g. customer support, sales, partnerships, consulting, professional services)
Experience in fintech, financial services, payments, or regulated technology environments
Experience understanding new technical products and customer/agent pain points
Familiarity with SQL and data analysis platforms (Looker, Power BI, Tableau)

Drive strategic initiatives to improve users’ experience and efficiency/effectiveness of support
Collaborate with Support leadership and cross-functional leaders to inform decision-making and shape support initiatives
Ensure the team is equipped with resources and tools for exceptional support
Partner closely with Support leadership and cross-functional stakeholders to scope and execute large projects
Define objectives, facilitate decision making, translate into operational plans, and ensure execution against plans
Facilitate alignment, resolve ambiguity, and unblock dependencies across internal and cross-functional teams

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