Manager, Scaled Operations
Manager, Scaled Operations
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Salary Not Disclosed
1 Vacancy
Job Description
Who we are
About Stripe
Stripe is a financial infrastructure platform for businesses. Millions of companies - from the worlds 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 everyones reach while doing the most important work of your career.
About the team
As Stripes user base and global footprint grows dramatically we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripes portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. to design implement and grow Stripes operations for the next decade.
What youll do
In this role you will lead and build the Bridge Product Support and Onboarding team which was established following Stripes acquisition. You will manage a team of Operations Associates dedicated to investigating accounts resolving issues and ensuring an exceptional user experience along with Onboarding Specialists helping users integrate with Bridge APIs and guiding their implementation process to go live successfully.
You will be an adaptable leader and cultivate the engagement of their team members while guiding them to be the best they can be through feedback coaching 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. To be a fit you will have a strong operations mindset be able to move quickly and be passionate about delivering an incredible user experience.
Responsibilities
- Set a clear strategic vision for the Bridge team and build the path to execute it in both the short and long-term ensuring alignment with overall Product Support and Onboarding company objectives
- Recruit manage and develop a high-performing team fostering a collaborative inclusive and results-oriented environment
- Guide your team in conducting thorough investigations and implementations
- Drive operational efficiency within operations defining and managing core metrics and SLAs for team performance
- Proactively identify gaps and opportunities leading initiatives to enhance systems and scale operations to address emerging financial crime risks
- Collaborate with and influence cross-functional stakeholders to optimize user experience improve processes and mitigate risks
- Cultivate a team culture aligned with Stripes values ensuring engagement and professional growth through structured feedback coaching mentoring and advocacy
- Utilize data to analyze performance identify trends conduct root cause analysis and make informed decisions
Who you are
Were 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
- 8 years of direct people management experience within product support customer service customer success professional services or related functions
- Experience working cross-functionally with global teams to deliver high-impact initiatives
- Operational background with demonstrated experience in driving process improvements managing performance against SLAs/metrics and scaling operations
- Strategic thinking and problem-solving skills with the ability to navigate ambiguity and translate complex challenges into actionable plans
- Ability to analyze performance data identify trends and make data-driven decisions
- Excellent written and verbal communication skills in English and Spanish
Preferred qualifications
- Understanding of cryptocurrency particularly related to stablecoins
- Experience collaborating closely with Product or Engineering teams to enhance tools and systems
Required Experience:
Manager
Employment Type
Full Time
