User Health Program Manager

Stripe • Atlanta, GA

11h

About The Position

The User Health Strategist role exists to accelerate resolution of high‑risk, high‑visibility user escalations and to build repeatable processes and playbooks that reduce recurrence. You’ll operate at the intersection of customer advocacy, operations, and cross‑functional coordination: evaluating escalations, designing resolution plans, mobilizing internal resources, and coaching account teams. When appropriate, you’ll act as the internal DRI and program manager for complex, multi‑workstream situations. You’ll also help institutionalize learnings by creating post‑mortems, playbooks, and processes that reduce similar escalations.

Requirements

• 4+ years of experience in program management, incident/escalation management, go-to-market, support, operations, or a related discipline
• Proven experience managing complex, multi‑stakeholder projects or escalations end‑to-end, including coordinating technical and non‑technical teams
• Prior experience with enterprise customers or large accounts and familiarity with executive engagement practices
• Ability to quickly distill complex information to assess risk, prioritize under pressure, and drive resolution with urgency
• Strong problem‑solving and analytical skills with comfort handling incomplete data and uncertainty
• Strong cross‑functional influencing skills and experience working with Product, Engineering, Operations, Support, Go-to-market, and Finance stakeholders
• Excellent written and verbal communication skills; experience preparing executive updates and leading cross‑functional meetings

Nice To Haves

• Experience with SQL or analytics tools to interrogate program and user data

Responsibilities

• Triage: Conduct deep-dives with account teams to rapidly understand customer issues, assess level of criticality and impact, and clearly distill problems needing to be solved.
• Mobilize: Propose and align the necessary cross‑functional resources required to drive resolution.
• Coach and Manage: Advise account teams on resolution plans, operating models, playbooks, and best practices for escalation management. At times, act as program manager/DRI for escalations.
• Codify: Create and maintain escalation playbooks, runbooks, and templates; lead post‑mortems and memorialize lessons to prevent recurrence
• Strategize: Identify systemic patterns across escalations and partner with cross‑functional teams to recommend product, process, or tooling changes.

What This Job Offers

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