Risk Business Process Program Manager

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<h2><strong>Who we are </strong></h2> <h3><strong>About Stripe</strong></h3> <p><span style="font-weight: 400;">Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s 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 everyone's reach while doing the most important work of your career.</span></p> <h3><strong>About the team</strong></h3> <p>The Business Process team is responsible for creating and executing a strategy to ensure a wide range of operational processes at Stripe are effective and efficient. Stripe handles over a million support cases per year and the Business Process team ensures we tackle the logistical problems presented by handling that volume and related operational work in a way that provides an excellent customer experience.</p> <h2><strong>What you’ll do</strong></h2> <p>If you thrive on owning an expansive and complex topic area, teasing out the highest-impact work to tackle, rallying cross-functional support, and executing against multiple workstreams in parallel to hit your objectives, we want to hear from you.</p> <h3><strong>Responsibilities</strong></h3> <ul> <li>Partner closely with our cross-functional stakeholders to scope and execute large projects to create operational efficiencies that improve top-line metrics</li> <li>Partner cross-functionally with stakeholders throughout Operations on strategy and project plans to maximize the impact of your work</li> <li>Act as a steward for our support processes - ensuring that proposals to change meet our desired outcomes and optimize for key metrics while minimizing potential risks</li> <li>Serve as a subject matter expert for other teams to ensure support processes are optimized across Stripe as new products, projects, and processes launch</li> <li>Drive support-centric projects to include process improvement and optimization efforts, and establish and maintain support resource governance</li> </ul> <h2><strong>Who you are</strong></h2> <p><span style="font-weight: 400;">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.</span></p> <h3><strong>Minimum requirements</strong></h3> <ul> <li>8+ years of experience in business process analysis, strategy and operations, consulting, and/or program management</li> <li>Experience working in customer-facing roles (e.g. customer support, sales, partnerships, consulting, professional services, etc.)</li> <li>Program management skills with experience managing end-to-end execution of projects/programs that have transformed their company’s operations</li> <li>Experience managing stakeholders in senior leadership</li> <li>Critical thinking and data-analysis skills with experience navigating large data sets</li> <li>Communication skills with experience articulating complex topics in an easy-to-consume way</li> <li>Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal</li> <li>An interest in digging into the details of products/processes</li> </ul> <h3><strong>Preferred qualifications</strong></h3> <ul> <li>Experience with SQL</li> <li>Experience digging in to understand how new-to-you technical products work, and understanding customer and agent pain points</li> <li>A familiarity with APIs</li> </ul>

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