Product Support Operations Manager

hace 1 semana


Ciudad de México, Ciudad de México Stripe A tiempo completo

About the Role

As a Product Support Operations Manager at Stripe, you will play a critical role in delivering exceptional user experiences for our rapidly growing customer base.

This position requires a unique blend of leadership, operational expertise, and customer service acumen. You will lead a team of Operations Associates in resolving complex customer issues, driving process improvements, and ensuring seamless support experiences.

To succeed in this role, you must possess a strong coaching mindset, excellent communication skills, and a proven track record of driving operational performance. You will be accountable for guiding your team, managing capacity and scheduling, and fostering a culture of continuous improvement.

Responsibilities

  • Guide your team in troubleshooting and solving external user issues
  • Ongoing management of the operational performance of your team to deliver KPIs
  • Help scale our operations and improve user experience by identifying process improvements
  • Manage capacity and scheduling, dividing and assigning work between team members
  • Ensure your team has all the skills and resources needed to be successful in their role
  • Set clear goals and expectations for individual and team performance
  • Foster a culture of continuous improvement to refine team processes and procedures
  • Support recruitment and hiring initiatives
  • Coach and mentor individuals to meet career via structured career development conversations
  • Provide continuous performance feedback and facilitate periodic formal performance reviews
  • Drive and own initiatives that make the team a warm and welcoming place to work
  • Keep the team engaged and motivated towards their work

Requirements

  • Experience coaching/leading Customer Service teams and managing performance
  • Experience mentoring others and are able to constructively provide feedback to others
  • Experience in delivering weekly and monthly business metrics and reporting
  • Proven ability to be a subject matter expert in Customer Service
  • Ability to work cross-functionally to deliver best results and promote partnership
  • Excellent written and verbal communication skills in both English and Spanish
  • Exemplary planning and time management skills

Preferred Qualifications

Experience in new process launch and continuous improvement

Salary

The estimated salary for this position is $120,000 - $180,000 per year, depending on location and experience.



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