Product Lead, Support Experience

Stripe • Seattle, WA

2d

About The Position

As a Product Lead for Support Experience, you will be devising strategy, developing product requirements, and driving execution for critical initiatives that create a world class support experience for all of Stripe’s customers and users. You’ll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like. You’ll be leading and growing a team of experienced Product Managers who have a track record of delivering high impact products that elevate the support experience for Stripe’s users and our user-facing support teams. Support is a high-visibility area at Stripe and you’ll need to be comfortable orienting company leadership around your goals.

Requirements

• 3+ years of managing product managers, 8+ years as a product manager
• Deep user empathy and a high bar for user experience
• Experience developing a multi-year vision, strategy and roadmap for large scale products
• Experience hiring, managing, and building high performing customer-focused Product Management teams in multiple continents
• Experience leading cross-team initiatives from ideation to execution
• Technical expertise: You’ve led technical products and/or have a background in computer science (or similar)
• Strong written and verbal communication skills

Nice To Haves

• Our ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills, and the desire to create something new.

Responsibilities

• Own and drive the product roadmap for the future of conversational AI and human support at Stripe
• Shape strategy, steer product requirements, and hold a high bar for the execution of high impact initiatives that impact key segments and top customers.
• Partner with Stripe’s AI teams to unlock opportunities for serving users more effectively
• Build strong relationships with senior leaders across Operations to continually uplevel our human support functions
• Grow and coach a global team of PMs in building systems and platforms for conversational and human agents.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed