Responsibilities
Lead or partner with cross-functional teams, including Product, Engineering, Legal, Compliance, Support, Operations Technology, and Vendor Management, to define operational requirements for new Link, Stripe Managed Payment, and Crypto Onramp products, features, and experiments
Partner with Product and Engineering to build the infrastructure and tooling required to launch and scale consumer operations
Represent the voice of the consumer and advocate for product improvements that address recurring pain points and their root causes
Develop support strategies that improve the consumer experience and increase adoption of effective self-service tools
Identify and deliver operational improvements that enable Consumer Support to scale efficiently
Use data to surface insights, prioritize opportunities, and measure the impact of operational and product changes
Deliver a high-quality consumer experience while meeting applicable local, consumer-protection, and regulatory requirements
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
A bachelor’s degree in business, management, economics, or a related field, or equivalent practical experience
8+ years of experience in strategy and operations, consulting, program management, or a related field
Experience working in highly cross-functional roles spanning strategy, analysis, and operations in a fast-paced environment
Strong program management skills, including experience leading complex programs from strategy through execution and delivering measurable business impact
Strong analytical and critical-thinking skills, with the ability to derive insights from data and translate them into action
Excellent written and verbal communication skills, including the ability to explain complex topics clearly to leaders and partners across Product, Engineering, and Operations
Experience aligning stakeholders with different priorities and driving commitment toward shared outcomes
Ability to bring structure to complex, ambiguous problems and solve them using first-principles thinking
Ability to execute independently with minimal guidance
Preferred qualifications
Proficiency in SQL, including writing queries and analysing large datasets
Experience using AI tools to improve analysis, automate workflows, or increase team efficiency
