Support Process Program Manager

<h2><strong>Who we are </strong></h2> <h3><strong>About Stripe</strong></h3> <p><span style="font-weight: 400;">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.</span></p> <h3><strong>About the team</strong></h3> <p>The Support Process team is a programmatic function within the Support org, responsible for ensuring Stripe's support operations are effective, efficient, and scalable. With over a million support cases handled annually, the team owns the strategy and execution of core "run the business" programs — including Launch Readiness, Quality, and Knowledge Management — while leading projects that continuously refine and improve support workflows.</p> <h2><strong>What you’ll do</strong></h2> <p>As a Support Process Program Manager, you'll own a "run the business" program, setting strategy, identifying improvement opportunities, and driving solutions in alignment with cross-functional partners. In parallel, you'll manage a portfolio of process improvement projects, working cross-functionally with partner teams across Support such as vendor managers or product support teams to reduce friction, standardize workflows, and deliver measurable impact to Support’s top-line metrics.</p> <p>If you thrive on owning complex problem spaces, identifying the highest-impact work, and driving multiple workstreams in parallel, we want to hear from you.</p> <h3><strong>Responsibilities</strong></h3> <ul> <li>Support a “run the business” program, including intake process management, recurring operational reviews with stakeholders, reporting routines, and distribution of workload to subject matter experts</li> <li>Own a portfolio of 2–3 concurrent process improvement projects from scoping through execution, driving measurable impact to top-line Support metrics</li> <li>Partner cross-functionally with stakeholders from Product and Support throughout the strategic design and execution phases of your projects to maximize the impact of your work</li> <li>Proactively identify process improvement opportunities, ensuring that proposals to change meet our desired outcomes and optimize for key metrics while minimizing potential risks</li> </ul> <h2><strong>Who you are</strong></h2> <p><span style="font-weight: 400;">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.</span></p> <h3><strong>Minimum requirements</strong></h3> <ul> <li>4-7 years of experience in Operations, Support, project/program management, business process analysis, strategy and operations, and/or consulting</li> <li>Full professional proficiency in English (written and verbal) to collaborate with global teams</li> <li>Strong program management skills – Proven track record of managing end-to-end programs that transform operations and deliver quantifiable business impact</li> <li>Highly collaborative – Skilled at managing global stakeholders across all project phases, driving alignment and commitment, and unblocking progress</li> <li>Excellent communicator – Able to distill complex topics into clear, concise updates for leaders and peers across teams</li> <li>Data savvy – Comfortable analyzing large datasets and using data to drive program decisions and reporting</li> <li>Curious and driven – A self-starter who digs into the details, navigates ambiguity, and relentlessly pushes through challenges to find solutions</li> <li>AI enabled – Ability to understand, apply, interact with, and leverage artificial intelligence (AI) technologies in various contexts</li> </ul> <h3><strong>Preferred qualifications</strong></h3> <ul> <li>Experience working in customer-facing roles (e.g. customer support, sales, partnerships, consulting, professional services, etc.)</li> <li>Experience with relevant Support programs, such as Quality Assurance, Launch Readiness, and Knowledge Management</li> <li>Experience in fintech, financial services, payments, or regulated technology environments</li> <li>Familiarity with Jira, Medallia, Asana, Confluence, Trailhead, Whimsical, Salesforce, Claude Code, UnwrapAI</li> <li>Familiarity with SQL and data analysis platforms such as Looker, Power BI, or Tableau</li> </ul>