Consumer Operations, Program Manager - Stripe, LLC - New York, NY What you'll doResponsibilities- Lead or collaborate with cross-functional teams, including Product, Engineering, Legal, Compliance, Support, Operations Technology, and Vendor Management, to define operational requirements for new Link/Crypto onramp products, features, and experiments.
- Partner with Product and Engineering teams to design and implement the infrastructure and tools needed to support operational workflows.
- Represent the interests of users in product development discussions and advocate for solutions that improve the consumer experience.
- Develop customer support strategies and implement tools to enhance self-service options for users.
- Ensure operational processes and product features comply with applicable local laws, regulations, and consumer protection requirements.
- Monitor and analyze operational metrics, driving continuous improvements to meet key performance objectives, such as consumer satisfaction, contact rate, and service-level agreements (SLAs).
Who you areMinimum requirementsMust have a Bachelor's degree or foreign equivalent in Business, Management, Economics or a related field, plus 5 years of post bachelor's progressive experience in Operations. Must also have each of the following:
- 5 years experience pulling data, creating queries and analyzing large datasets using SQL.
- 4 years experience leading end-to-end execution of large, cross-functional projects to improve user and Support Specialist experience and operational efficiency.
- 1 year of experience with designing and executing comprehensive test cases for new features, system updates, and process changes.
- 1 year experience coordinating feedback loops between end users, support teams and product teams.
- 1 year experience writing Product Requirement Documents (PRDs) and Business Requirement Documents (BRDs) and the ability to translate operational needs into technical requirements.
- 1 year experience with CRM and support platforms including Salesforce, Case Studio, and CRV, including designing and implementing automations, workflows, and routing logic to reduce manual tasks for Support agents.
Salary: $150,301 - $210,600/yr
This salary range represents the base salary range for the role and any sales commissions /sales bonuses targets, if applicable, would be in addition to the base salary.
40 hrs/week
50% Telecommuting permitted
Multiple Positions Available.
Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.
NY33 #LI-DNI 
