Program Manager • Mid-Level

Who you are

You have a strong background in program management, ideally with 5+ years of experience in a technology company. Your expertise includes partnering with product and engineering teams throughout the product development lifecycle, ensuring that customer pain points are addressed effectively. You possess familiarity with CRM and customer care software, which allows you to understand the tools that drive user satisfaction. Your experience in strategy consulting or finance equips you with the analytical skills necessary to make data-driven decisions that impact operations positively.

You are adept at managing multiple projects simultaneously, demonstrating excellent organizational skills and the ability to prioritize tasks effectively. Your communication skills are top-notch, enabling you to convey complex ideas clearly to both technical and non-technical stakeholders. You thrive in high-growth environments and are comfortable navigating the challenges that come with scaling operations. You understand the importance of user-facing roles and have experience in customer support or sales, which enhances your ability to empathize with users.

Desirable

Experience in a high-growth technology company is a plus, as it gives you insight into the fast-paced nature of the industry. Familiarity with tools that enhance operational efficiency, such as agent diagnostic and resolution tools, will be beneficial in this role. You are also encouraged to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives.

What you'll do

As an Engineering Program Manager, you will be responsible for understanding customer pain points and aligning them with operational priorities and metrics. You will work closely with the Operations Technology team to identify, scope, prioritize, pilot, and roll out tooling and product improvements that enhance the overall support experience. Your role will involve collaborating with cross-functional teams to ensure that the infrastructure meets the needs of over 2,000 support agents, enabling them to provide fast, accurate, and contextualized answers to users.

You will lead initiatives that drive internal efficiency across Stripe, focusing on self-serve optimization and tools that empower support agents. Your ability to analyze data and metrics will be crucial in measuring the success of implemented solutions and iterating on them as necessary. You will also be involved in strategic planning sessions, contributing your insights to shape the direction of the Operations Technology team.

What we offer

At Stripe, you will be part of a mission-driven organization that aims to increase the GDP of the internet. We offer a collaborative work environment where your contributions will have a direct impact on the success of our users. You will have access to professional development opportunities and the chance to work with some of the brightest minds in the industry. Our culture emphasizes innovation, and we encourage you to bring your ideas to the table. Competitive compensation and benefits are part of our commitment to attracting top talent.