Manager, Customer Experience

hace 2 semanas

Ciudad de México Stripe A tiempo completo

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

As Stripe’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams.

What you’ll do

Stripe is launching Stripe Delivery Centers - a new global team to design, implement and grow Stripe’s operations for the next decade. We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, driving process improvements and that want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe’s growth.

In this role, you will recruit, manage, and develop a group of Operations Associates that are focused on user support. This person will cultivate the happiness of their team members while guiding them to be the best they can be, through feedback, coaching, mentoring, and advocacy within the organization. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals. To be a fit, you will have a strong operations mindset, be able to move quickly, and be passionate about delivering an incredible user experience. 

Responsibilities
  • Recruit, manage, coach, and develop a new team of in-office Operations Associates 
  • Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact
  • Identify gaps in current systems, policies and strategies, and recommend enhancements and process improvements to mitigate risks
  • Build a great culture and ensure team members are happy, effective, and growing in their career
  • Set clear goals and direction, and provide regular feedback on team members’ performance
  • Be data-driven in your analysis of performance, and in your decision making
  • Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment
Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

  • At least 5+ years experience leading operations support teams
  • Experience working cross-functionally with multiple teams to deliver high impact initiatives 
  • Experience in delivering weekly and monthly business metrics and reporting
  • Excellent written and verbal communication skills in English and Spanish
  • An ability to partner effectively with internal stakeholders
  • Background of identifying and remediating quality gaps in team performance
  • Passion for process improvement and innovation
  • Ability to periodically work a weekend day for which you will receive a weekday off; the SDC operates during daytime hours with shifts from the morning through early evening
Preferred qualifications 
  • Experience in building and scaling new teams from zero 
  • Strong operational background including experience with new process launches and service delivery in a high growth technology company
Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengalaru, India work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Stripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally.

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.

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