Operations Program Manager, Consumer Support

Stripe • New York, NY

3h

About The Position

Stripe is seeking an Operations Program Manager to join its Consumer Support team, which works with Product, Engineering, Legal, Compliance, Regulatory, Localisation, Operations Technology, and other Operations teams to build and scale support for Link and Crypto Onramp products. The role develops a deep understanding of Stripe’s consumer product suite and identifies opportunities to address consumer pain points at scale. It influences Product and Engineering roadmaps, shapes support strategies, and builds scalable operations for new and existing consumer products.

This is a highly visible, senior individual-contributor role that combines setting strategic direction and influencing senior leadership with hands-on execution. The person will design long-term plans while managing details such as building templates, tracking deliverables, writing documentation, and unblocking cross-functional teams.

Requirements

• A bachelor’s degree in business, management, economics, or a related field, or equivalent practical experience.
• 8+ years of experience in strategy and operations, consulting, program management, or a related field.
• Experience working in highly cross-functional roles spanning strategy, analysis, and operations in a fast-paced environment.
• Strong program management skills, including experience leading complex programs from strategy through execution and delivering measurable business impact.
• Strong analytical and critical-thinking skills, with the ability to derive insights from data and translate them into action.
• Excellent written and verbal communication skills, including the ability to explain complex topics clearly to leaders and partners across Product, Engineering, and Operations.
• Experience aligning stakeholders with different priorities and driving commitment toward shared outcomes.
• Ability to bring structure to complex, ambiguous problems and solve them using first-principles thinking.
• Ability to execute independently with minimal guidance.

Nice To Haves

• Proficiency in SQL, including writing queries and analyzing large datasets.
• Experience using AI tools to improve analysis, automate workflows, or increase team efficiency.

Responsibilities

• Lead or partner with cross-functional teams, including Product, Engineering, Legal, Compliance, Support, Operations Technology, and Vendor Management, to define operational requirements for new Link, Stripe Managed Payment, and Crypto Onramp products, features, and experiments.
• Partner with Product and Engineering to build the infrastructure and tooling required to launch and scale consumer operations.
• Represent the voice of the consumer and advocate for product improvements that address recurring pain points and their root causes.
• Develop support strategies that improve the consumer experience and increase adoption of effective self-service tools.
• Identify and deliver operational improvements that enable Consumer Support to scale efficiently.
• Use data to surface insights, prioritize opportunities, and measure the impact of operational and product changes.
• Deliver a high-quality consumer experience while meeting applicable local, consumer-protection, and regulatory requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior