Manager, Strategic Supportability Operations

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

User Policy Operations sits within Risk Operations and is focused on protecting and advancing Stripe’s business, brand and mission, by deploying industry-leading supportability solutions that instill user and partner trust in Stripe, whilst enabling progressive and sustainable business growth.

What you’ll do

As a Manager, Strategic Supportability Operations on the Strategic Supportability Operations team, you’ll lead a group of Risk Operations Analysts who are focused on upholding Stripe’s supportability standards; these analysts conduct complex investigations and analysis on current and prospective Stripe users to ensure they meet all compliance, financial partner, and regulatory requirements.

Responsibilities

• Lead a team of high-performing Risk Operations Analysts
• Set an inspirational vision for the User Policy Operations organization and build the path to execute it both in the short-term and long-term
• Futureproof our organization by proactively evolving our strategy to scale our operations, while also solving our day-to-day challenges with Stripe’s exponentially growing risk review volume
• Collaborate with and influence Risk leadership and cross-functional Risk teams to pursue the highest ROI investments for our user experience, improve our internal processes, and build out our operations and production roadmap to deliver services at scale
• Maintain oversight of the team’s operational performance as it relates to supportability workstreams, to ensure compliance with regulatory and financial partner expectations
• Lead root cause analysis to identify opportunities to predict, prevent, and mitigate risk within process and performance
• Define and manage core metrics, SLAs, and performance of the User Policy Operations team
• Identify gaps in current systems, policies and strategies, and recommends enhancements and process improvements to mitigate emerging risks through a collaborative approach with stakeholders
• Understand the risk tradeoffs between protecting Stripe and upholding what it means to be Users First; we’re ambitious with our goals and don’t believe you have to compromise on the user experience in order to effectively mitigate risk

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

• 2+ years of direct management experience leading, mentoring, managing and developing teams
• Strong operational background and a track-record of making data driven decisions; experience with capacity planning, workforce management, and process implementation a plus
• Detailed oriented and organized with the ability to reprioritize tasks on a weekly basis
• Comfortable with navigating ambiguity and excited about creating innovative processes and solutions
• Experience building strong cross-functional partnerships with product and engineering teams, and influencing product roadmaps
• The ability and desire to challenge the status status quo as a creative thinker who considers problems from a customer perspective while being pragmatic and solutions oriented when solving them

Preferred Qualifications

• Bonus points for prior Risk / Risk Operations experience, particularly in the policy space

Hybrid work at Stripe

This role is available either in an office or a remote location (35+ miles or 56+ km from a Stripe office).

In-office expectations

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

Working remotely at Stripe

A remote location is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently live or plan to live.

Pay and benefits

The annual US base salary range for this role is $137,600 - $206,400. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

Key skills/competency

• Operational Leadership
• Risk Management
• Compliance & Regulatory Affairs
• Data-driven Decision Making
• Process Improvement
• Stakeholder Collaboration
• Strategic Planning
• Team Development
• Policy Implementation
• User Experience Focus