Responsibilities
Plan, lead and execute large-user migrations end-to-end: coordinate technical steps, apply migration-based grace periods (AMP), monitor progress, resolve blockers, and ensure smooth onboarding at scale.
Run and interpret Hubble/SQL queries and build simple dashboards to track migration status, rejection rates/types, SLAs, and backlogs; use data to set priorities and drive migration decisions.
Configure internal systems queues for migration workflows: create, update, close queues and set routing/prioritization rules to support high-volume changes.
Execute and validate reporting and API integrations for large users during migrations; troubleshoot data, sync, or integration issues.
Review KYC/KYB documents and make verification decisions for onboarding and exception cases.
Communicate with account teams, Vendor Managers, and external users: lead status calls, set meeting cadence, escalate approvals to leadership when required, and coordinate cross-functional input.
Join user calls and incident channels to troubleshoot live issues, remove blockers quickly, and participate in incident response when tagged.
Provide weekly and ad-hoc status updates to stakeholders and the Special Handling DRI; maintain timelines and clear exit criteria for projects.
Create and maintain documentation: plans, Jira tickets, runbooks, post-mortems, and retrospective notes to capture lessons learned.
Minimum requirements
Communication & Engagement: Strong English communication skills (written and verbal) with the ability to explain technical concepts to Stripe’s largest customers.
Analytical Problem-Solving: Ability to synthesize large amounts of data to identify key trends and inform decisions.
Adaptability: A quick learner who is comfortable working in-office, handling ambiguity, and prioritizing in a fast-moving environment.
User-Facing Experience: Proven experience in user-facing roles, including joining customer calls to understand complex business requirements and craft tailored solutions.
Operational Mindset: A process-oriented mindset with the ability to get things done and a history of identifying and solving internal process inefficiencies.
User-First Approach: You are energized by the challenge of solving difficult problems and always maintain a user-first perspective.
Preferred qualifications
Technical Familiarity
Some experience with SQL.
Some experience with API integrations.
Risk & Compliance Background: Prior experience in KYC/KYB verifications, risk analysis, investigations, or risk operations.
Industry Expertise: Risk experience in payments, e‑commerce, or fintech (specifically card-not-present risk) and knowledge of risk detection tools, prevention methods, and schemes.
Growth Experience: Prior experience at a growth-stage internet/software company or across multiple industries/verticals.
Stakeholder & Project Management: Excellent stakeholder management, communication, and negotiation skills, with experience working on project improvement initiatives.
Queue Management: Experience working from queues and participating in incident/on-call rotations.
