Product Support Operations Manager
hace 1 semana
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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