Program Manager, People Operations Strategy

Stripe•Toronto, ON

31d

About The Position

As the People Ops Strategy PM, you will champion our transformation efforts to drive a users-first operational scale roadmap for the Global People Operations horizontal—with AI and automation at the forefront. You will be the accelerant for our team, driving higher levels of operational resiliency and efficiency. You will centralize the intake and capacity governance for Global People Operations, ensuring that new work is vetted for operational fit and that our team has the bandwidth and data-driven insights to deliver at scale.

Requirements

8+ years of experience in People Operations, Service Delivery Management, or Business Operations within a high-growth, global environment.
Proven track record of driving a central work intake model and prioritization framework.
Demonstrated experience leading operational infrastructure such as workforce management (WFM), Quality Assurance (QA), or service enablement.
Strong fluency with the ability to define requirements for AI, RPA, and complex case-management ecosystems.
Exceptional analytical skills with the ability to use data analysis tools to forecast demand and model operational capacity for complex workstreams.
Excellent communication and stakeholder management skills; comfortable driving operational roadmaps and ROI analysis with senior leadership.

Nice To Haves

Strategy & Transformation: Experience leading service design or the optimization of specialized operations in a centralized delivery model. Proven track record of leading process migration efforts involving automation (RPA) or AI solutions.
Systems & Knowledge: Advanced proficiency with HRIS (Workday) and Service Management tools (Salesforce). Experience with Confluence or other knowledge management systems, and a track record of driving documentation adoption.
Data & Process Rigor: Data fluency with the ability to use data analysis tools to forecast demand and model operational capacity. Certification in ITIL, Lean, or Six Sigma methodologies.
Operations & Compliance: Experience navigating rapid innovation alongside stringent compliance and audit requirements. Experience in vendor management or supporting outsourced service models.

Responsibilities

Operational Evolution: Drive improvements in internal operating mechanisms that shift the People Ops team toward proactive, automation and AI-driven operations, advancing the model’s overall effectiveness.
Capability Leadership: Introduce and lead foundational capabilities in workforce forecasting, service enablement, and global operational strategy to ensure our horizontal scales ahead of business demand.
Predictive Planning: Transition the team from reactive ticket monitoring to proactive capacity management; build the models to predict demand across foundational support and specialized operations.
Horizontal Work Intake: Design and lead the mandatory, centralized "Front Door" for all work entering the Global People Operations team. Ensure every initiative is vetted for operational feasibility and capacity alignment before it is accepted into the team's roadmap.
Strategic Partnership & Readiness: Partner with People+ COEs, Strategy & Enablement, Process Optimization, Solutions, and Tech teams to ensure operational readiness for high-priority initiatives. Act as the primary operational interface, translating broad strategy into actionable delivery plans.
Operational Deployment: Manage the deployment of ops SMEs and associates from the Global People Ops team into cross-functional projects. Ensure SMEs are utilized effectively, unblocking their path to execution while protecting their core operational bandwidth.
Strategic Prioritization: Support the internal prioritization of the Global People Operations roadmap, ensuring our specific horizontal’s goals are clearly defined and that the team is shielded from low-impact operational noise.
Capacity Creation: Drive the path for continuous improvement across the full service model; identify opportunities to deflect volume to automated or self-service solutions, creating the necessary capacity to absorb more complex workstreams.
Data-Driven Insights: Aggregate monitoring data across all tiers to identify trends and root causes; use these insights to support global prioritization and identify where to double-down on automation to drive down manual effort.
QA & Process Adherence: Build the framework to run Quality Assurance (QA) and monitor adherence to existing Knowledge Management and operational standards. Audit process consistency and accuracy in service delivery across all global entities.
Operational Resiliency: Define and track the "Actionable KPI" suite for our delivery engine, ensuring all reporting is data-driven and aligned with global compliance and audit standards.