About the team

The Global Payments Performance (GPPT) team, which falls under the Customer Success organization, is a dedicated team of payment experts that help users optimize their payment and product setup with Stripe. The team provides direct User engagement to our most strategic Users as well as a variety of resources that support account teams (self-guided payment optimization workshops, optimization playbooks, data & insights).

The Customer Success Strategy & Operations team sits at the center of how Customer Success operates at Stripe. As GPPT scales, dedicated S&O support is required to both shape the function's day-to-day operating model-from operating forums, capacity management and metric design- to the systems and cadences that enable execution of the team's long term vision. You will lead annual planning, OKR development, and engagement-model design to ensure GPPT is positioned to deliver for users and scale effectively.

This is a high-impact Business Partner and Builder role at the heart of GPPT and Customer Success. As a trusted thought partner to senior leadership, you'll combine strategic insight, operational excellence, and hands-on execution to turn ambitious priorities into meaningful results. You'll lead critical cross-functional initiatives and build the operating mechanisms that help teams make smarter decisions, execute with consistency, scale effectively, and deliver measurable value. Given the cross functional nature of our S&O org and the connective tissue we serve amongst post sales teams, you will also be responsible for leading a number of critical programs such as our global churn initiative.

If you enjoy moving between strategic problem-solving and hands-on execution-and bring a roll-up-your-sleeves mindset-this role is for you.
What you'll do

The near-term focus of this role is to build the operational foundations of the GPPT business from the ground up. This includes building operating models, processes, business cadences, systems, team capacity management and reporting infrastructure to support a growing and increasingly specialised organization. As a key business partner, you'll measure and analyse performance, develop metrics and dashboards, and lead data-informed process improvements that help the GPPT team operate more efficiently and deliver greater customer impact. You will also be responsible for running a number of cross functional projects such as our global Churn program that require dedicated oversight.
Responsibilities

• Build and run the GPPT operating model which will include including process, governance, forums, capacity modelling and metrics
• Develop reports and dashboards to meet key reporting requirements
• Design and implement AI-enabled workflows that improve GPPT efficiency, scalability, and customer impact
• Enhance business processes through data-driven decision-making
• Define and monitor annual and quarterly OKRs
• Prepare materials for QBRs and other leadership meetings
• Conduct analysis and investigation of system operations and workflow management. Work cross-functionally to analyze and troubleshoot system challenges
• Running cross functional & high impact global programs such as Churn

Who you are

We're 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

• 7+ years of work experience, with a significant portion in strategic / operational roles at high-growth tech companies or consulting.
• High comfort with ambiguity (and context switching) -you take an undefined operational problem, scope it, design a solution, and drive it to completion with minimal oversight.
• Experience holding a high bar across operational design, strategic planning, and reporting.
• You are comfortable working independently with minimal oversight while holding yourself accountable to deadlines.
• You have experience building operational foundations from the ground up.
• You have project/program management experience.
• Experience working cross functionally with senior stakeholders. You're comfortable bringing an independent and opinionated perspective.
• Technical proficiency in AI tools in order to automate workflows as needed.
• Strong analytical rigor-you're comfortable owning data and metrics directly, running your own analyses, and pressure-testing assumptions without relying on a dedicated analytics partner
• Ability to manage technical resources and translate business needs into requirements
• Proficient in SQL

Preferred qualifications

• Experience working with Go-to-Market teams including Customer Success
• Experience in Payments