Manager, Community Operations

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companiesfrom the worlds largest enterprises to the most ambitious startupsuse 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.

At Stripe our Mexico City office is a vibrant hub at the forefront of our mission to reshape the financial landscape for businesses worldwide. Our team prioritizes collaboration innovation and excellence. As a member of the Mexico City team youll be part of a mission-driven community dedicated to enhancing the global economy and increasing the GDP of the internet. We strive for excellence by creating with craft and beauty while having fun and celebrating our successes together.

We cultivate a culture of collaboration inclusivity and support where every team members voice matters. Our commitment shines through as we handle over a million support cases each year empowering our users not just to solve problems but to achieve their goals.

What youll do

As a Community Operations leader youll help deliver an excellent support experience through social media and community forums for users ranging from startups to Fortune 500 companies. Youll join a collaborative global team help shape the Community Ops function at Stripe and play a key role in growing the team. Community Ops team supports users in nontraditional ways including resolving issues on social channels handling escalations and improving feedback loops to enhance the overall user experience. The team also contributes to broader operations and company-wide initiatives.

In this role you will recruit manage and develop a team of Operations Associates supporting users through social channels & user escalation fastlanes. Youll foster team satisfaction and performance through feedback coaching mentoring and advocacy while setting goals and using metrics to drive results. You should bring a strong operations mindset move quickly and be passionate about delivering an exceptional user experience

Responsibilities

• Recruit manage coach and develop a new team of in-office Operations Associates
• Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact
• Identify gaps in current systems policies and strategies and recommend enhancements and process improvements to mitigate risks
• Build a great culture and ensure team members are happy effective and growing in their career
• Set clear goals and direction and provide regular feedback on team members performance
• Be data-driven in your analysis of performance and in your decision making
• Transmit and foster our values serving as a beacon of Stripes user-centric philosophy and culture of transparency empathy inclusion and empowerment

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

• At least 5 years experience leading operations support teams
• Experience working cross-functionally with multiple teams to deliver high impact initiatives
• Experience in delivering weekly and monthly business metrics and reporting
• Excellent written and verbal communication skills
• An ability to partner effectively with internal stakeholders
• Background of identifying and remediating quality gaps in team performance
• Passion for process improvement and innovation
• Ability to periodically work a weekend day for which you will receive a weekday off; the team operates during daytime hours with shifts from the morning through early evening

Preferred qualifications

• Experience in building and scaling new teams from zero
• Strong operational background including experience with new process launches and service delivery in a high growth technology company
• Demonstrated knowledge and expertise of Social Care platforms
• Background in Crisis Management Trust & Safety User or Risk Operations.