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Manager, Product Support Operations

hace 3 semanas

Ciudad de México, Ciudad de México Stripe A tiempo completo
Who we are
About Stripe

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 Product Support team ensures Stripe's users receive fast, reliable, and high-quality support across Stripe's growing suite of products. The team partners closely with cross-functional teams to solve complex issues, improve support workflows, and continuously raise the bar on operational excellence and user experience.

At Stripe, our Mexico City office is a vibrant hub at the forefront of our mission to reshape the financial landscape for businesses worldwide. Our team prioritizes collaboration, innovation, and excellence. As a member of the Mexico City team, you'll be part of a mission-driven community dedicated to enhancing the global economy and increasing the GDP of the internet. We strive for excellence by creating with craft and beauty, while having fun and celebrating our successes together.

We cultivate a culture of collaboration, inclusivity and support where every team member's voice matters. Our commitment shines through as we handle over a million support cases each year, empowering our users not just to solve problems but to achieve their goals.

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 Product Support 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

In this role, you will recruit, manage, and develop a group of Operations Associates that are focused on user support across Stripe's suite of products. 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.

Minimum requirements
  • 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
  • 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
  • Strong operational background including experience with new process launches and service delivery in a high growth technology company
  • Experience leading teams with multi-channel support