Head of Product Support Operations, Stripe Delivery Center

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 Stripe Delivery Center (SDC) 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. Our support experience leverages deep understanding of our products, the financial industry and money movement, and our customers’ products and users, and requires us to invest significant resources into building this experience ourselves with talented teams of Stripes.

What you’ll do

We are looking for a strong leader who brings exceptional leadership, deep financial crimes subject matter expertise, and strong operational abilities to help build the Stripe Delivery Center (SDC), a new centralized operational center, in Bangalore.  This leader will play a formative role in standing up a multi Product Operations organization at the SDC, crafting a culture with world-class operational excellence, industry leading financial crimes knowledge, and a highly collaborative cross-team engagement. They should be passionate about building teams from zero, be strong advocates for their Stripes, and work tirelessly to make this team a fabulous place to start at Stripe.  

Responsibilities

• Build out the Product Support Operations organization at SDC. It’s going to be scrappy.  
• Be responsible for delivering strong operational performance, collaborating closely with senior stakeholders in multi-dimensional Business and Products organization within Stripe as well as cross functional teams
• Invest in building a great team and culture, where Stripes can thrive 
• Partner closely with global leadership to drive improved and efficient product and user investigations and analyses, risk mitigation, and process improvements
• Engage and partner with critical business partners on structuring work, building out transition plans and scaling support 
• Drive cross-functional engagement improving Stripe’s product and support team feedback loops

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

• 15+ years building scaled organizations and leading world-class operational centers
• Strong operational background and a track-record of making data driven decisions.
• Strong experience in building teams, managing managers, developing people and creating a strong identity and culture 
• Experience working with multiple operational teams with highly complex products, working across global time zones, and lines of business
• Experience in running a centralized organization, getting buy-in from senior stakeholders, and bringing a vision to life
• Ability to be action-oriented, think critically and problem solve amidst fast paced and highly ambiguous environments 
• Set clear goals and directions, and provide regular feedback on the performance of your team
• Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements.
• Entrepreneurial mindset and willing to be hands on in building a company; willingness to discover and build answers in addition to asking the questions
• Strong ability to promote and drive diversity, equity, inclusion coupled with a sense of humility and humor

Preferred qualifications

• Knowledge in payments and the fintech industry 
• Proficiency in SQL and/or any other data tools