Product Design Manager, Support

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

The Product Design team is composed of several teams that work together to help define, create, and deliver all user-facing aspects of the Stripe brand and product. Product Design Managers work directly with Engineering leaders, Product Managers, Data Scientists, and Marketers in each product area. Together, they identify the strategy and vision, and drive execution for critical initiatives that create a world class support experience for all of Stripe’s customers and users.

You will also be joining Stripe’s Support team. This team designs experiences for all points of the user support journey to solve customer problems at scale, keeping millions of businesses running, and unlocking growth across Stripe’s product suite. Support is a key partner in delivering high quality user engagement and enablement at Stripe, partnering closely with Stripe’s growing product suite.

What you’ll do

As a leader in the Support Design team, you will shape the systems, products, and customer-facing experiences for support experience at Stripe, taking initiatives from 0 to 1, and helping to mature existing products. This team oversees product experiences for both the merchants (direct users of Stripe) and support agents, and extends to all product channels at Stripe (Dashboard, Link, Checkout). You’ll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like.

You’ll be leading and growing a team of experienced Designers who have a track record of delivering high impact products that elevate the support experience for Stripe’s users and our user-facing support teams.

Responsibilities

• Manage a quickly growing and business-critical team of designers working on Stripe’s front door surfaces and support products
• Expand the team to meet business demands and employee development needs
• Partner closely with Product Management leaders to identify, shape and prioritize current and new product initiatives
• Collaborate with Design and Stripe leadership to determine design direction across a horizontal product space
• Inspire, motivate, and lead designers across experience levels to do the best work of their career
• Work closely with Product Management, Product Engineering, Marketing, and senior leadership to deliver stunning and effective work

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

• You have 5+ years of people management experience
• You have 8+ years of relevant design experience at a tech or product-driven company

Preferred qualifications

• You excel at motivating and inspiring people to do their best work
• You have experience recruiting and building product design teams
• You are relentlessly user-focused
• You have experience designing for complex platforms and/or enterprise software
• You excel at both written and spoken communication
• Your best work is done in a highly collaborative way
• You can find a meaningful balance between optimizing for speed, quality, and doing risky, but interesting work