Strategy & Analytics Manager, Technical Account Management

Stripe•Chicago, IL

About The Position

We are seeking a Strategy & Analytics Manager for Technical Account Management Support & Services (TAMSS) to help drive and enable business performance in the organization. TAMSS is responsible for the delivery of paid-for support services - users can buy different tiers of support plans, with each tier offering an increasingly white glove, customized service and dedicated Technical Account Manager (TAM) time. TAMSS sits within global Support Operations at Stripe. Strategy & Analytics maximizes and accelerates Operations' ability to make Stripe work for our users. We work cross-functionally with global teams to help run the day-to-day business and articulate and achieve longer term, high effort, high value strategic priorities. We take a data-driven approach that combines strategy, analytics and operational excellence to help leaders solve their most complex, important issues, while also supporting the planning and operational cadence end-to-end, from strategy to goal-setting to execution. As the S&A Manager for TAMSS, you will lead a global team of analysts and will partner directly with the global Head of TAMSS to shape and execute on an ambitious strategy. You and your team will supercharge the TAMSS organization with analytics and observability while building day-to-day operational excellence in this fast-growing function. This role will partner with cross-functional teams across Operations, GTM, Product, Finance, and Data Science, and will have regular touch points with leadership across Support and across Stripe. If you are a rigorous, first-principles thinker who enjoys solving problems from the top-down and bottom-up, eager to drive change and impact through strategy and data, relentless, passionate about helping users and nurturing a high performing team, we want to hear from you.

Requirements

10+ years in roles that required a high degree of analytical rigor as typically seen in, but not restricted to, functions like finance, business operations, data analytics, etc. or industries like consulting, banking, etc.
2+ years in people management (managers or individual contributors) and meaningful experience doing through others (e.g. team lead, project lead)
3+ years experience in SQL and range of visualization tools (e.g. Tableau, Looker)
Experience presenting business and technical content to senior stakeholders, peers and general audiences
Experience building and managing relationships with cross-functional partners and stakeholders
Experience solving ambiguous business problems (commercial, operational, organizational) using data and qualitative information from various sources

Nice To Haves

Experience working in a fast-paced environment (e.g. high-growth internet or software company)
Experience working in or with Sales Ops, Support, User Experience
Experience working in or with global teams
Experience in a payments or fintech environment

Responsibilities

Deliver Analytics and Insights: Set the vision and lead the team’s analytics strategy—data, dashboarding, automation (including AI) and tooling—to deliver cutting edge, high impact and streamlined work.
You and your team will identify and surface non-obvious trends in our data and translate them into clear, actionable insights that drive strategy and execution across teams.
Apply an ROI-focused, data-driven lens to all operational decisions and tradeoffs, and promote the adoption of your team’s reporting suite into all core operational processes.
Influence Business Strategy: Shape and, at times, directly develop strategy for the TAMSS organization by translating analysis into clear narratives and decision-quality documents that influence senior Operations leaders and Stripe executives.
Drive cross-functional change by partnering with stakeholders across Ops, Product/Engineering, Finance, Data Science, and other teams, building credibility and managing multiple partners simultaneously.
Use persuasive storytelling and strong relationships to align stakeholders and secure buy-in for strategic initiatives.
Drive Operational Excellence: Establish and optimize a regular rhythm of operations—weekly, monthly, and quarterly reviews—that delivers timely, controlled operational insights and drives continuous efficiency improvements.
Lead end-to-end planning and review processes (near-, medium-, and long-term), producing data-driven analysis that surfaces opportunities, risks, and priorities to inform executive / strategic decision-making.
Enable bottom-up operational planning for TAMSS pillar to align Ops, Finance, and senior leadership on actions that improve automation, scalability, and growth.
Obsess Over Talent: Relentlessly uphold Stripe’s high talent bar, leading your team with clarity and context, foster development, and ultimately support Stripes in accomplishing the best work of their careers.