Strategy & Operations, Program Manager 🔥
You Will
- Build and execute a data-driven strategy for a user segment (e.g. similar to a GM, your success will be measured by your ability to hit the metrics targets; sample user segments include start-up, smb, priority services, enterprise)
- Scope and execute a large, multi-quarter project to provide customer support specialists with technology, training, and knowledge solutions that improve top-line metrics (e.g. CSAT, first response resolution, first response SLA, contact rate, productivity, etc)
- Partner with multiple stakeholders (Operations Leadership team, Operations Managers, individual contributors within Operations, Internal Systems, Support Products, Data Scientists, Sales, etc) to prioritize and maximize the impact of your projects
- Lead other scaling projects for Operations that require you to build a data-driven strategy, determine a game plan and operationally execute, understand and resolve organizational alignment challenges, and effectively communicate progress to a broad audience of stakeholders
- 10+ years of operational experience, preferably at a technology company, with a track record of top performance
- Has a track record of leading and proactively managing end-to-end execution of projects/programs that have transformed their company’s operations and delivered quantifiable business impact
- Strong critical thinking and data-analysis skills (e.g. ability to navigate large data sets)
- Ability to identify repeated user and specialist-facing issues and build scalable solutions and processes to address them
- Ability to understand Stripe’s API in the context of what our specialists need to answer users questions
- Can drive creative solutions with cross-functional partners, especially in an engineering and product environment
- Enjoys solving complex and hard problems and can turn incomplete, conflicting, or ambiguous inputs into solid action plans
- Likes working in an ambiguous, fast-paced environment and has the horsepower to balance multiple priorities
- Strong written and verbal communication skills with a precise talent for articulating customer challenges
- Experience with SQL or willingness to learn
- MBA or other graduate degree
- Experience in strategy consulting or finance
- Experience in a high growth technology company
- Experience in other user-facing roles (e.g. customer support, sales, etc) that require time-sensitive responses
- CS background or affinities