Product Manager, Disputes

Stripe seeks to increase the GDP of the internet. Delivering the best offering for processing credit, debit, and prepaid cards is critical to this mission, given the central role card payments play in internet commerce. The Cards team at Stripe is responsible for the infrastructure, user facing features, and business of accepting credit, debit, and pre-paid card payments. 

We are hiring a product manager to drive our disputes product and platform efforts as part of Stripe’s core cards processing product offering. Specifically, this product manager will own the product life cycle, merchant-facing API experience, and associated platform/infrastructure. Disputes are a particularly painful and expensive experience for merchants given the headaches of managing the process and out of pocket cost of lost disputes. Furthermore, Disputes are painful and expensive for Stripe as well as our SMB business where we bear this cost.  We believe Stripe can truly innovate here and are searching for the right product manager to lead this product effort.

This role is an opportunity to truly “own” a critical merchant experience and platform within Stripe’s core business. This PM will partner with an experienced Engineering lead to define and deliver the associated product and infrastructure for these efforts.

You will:

• Eng with merchants to understand their current experience with the disputes process and associated pain points and opportunities
• Collaborate with Engineering to develop Stripe’s disputes product and platform roadmap
• Partner with Sales to pitch Stripe’s disputes product experience to merchants
• Work with Finance to understand the operational costs of Stripe’s current Disputes experience and drive operational efficiency improvements

We’re looking for someone who has:

• Product experience: 5+ years of relevant experience
• Strong business acumen: You enjoy digging into the details of how a business works, identifying how to make it better, and building product/technical solutions to do so
• Customer-facing experience: You’re comfortable in front of customers have experience navigating difficult customer conversations
• Operational savvy: You are strong operationally, capable of designing and driving a cross-functional team and process
• Analytical horsepower: You dig deep into the data, think from first principles, and deliver the right results
• Crisp communicator: High attention to detail including precise and effective communications, including with external customers/partners
• Results-oriented: You enjoy doing whatever it takes to execute on complex projects

Nice to haves:

• Experience with SQL or a willingness/aptitude to learn
• Experience in external facing role (sales, partnerships)
• Experience with building ML-based products

What’s it like to work at Stripe?

Stripe is helping the internet fulfill its potential as a platform for economic progress by building software tools that accelerate global economic access and technological development. Stripe makes it easy to start, run and scale an internet business from anywhere in the world.

We look at Stripe as a constant work in progress and the same is true of our people; for all of us, we believe the best is yet to come. We’re here to support each other in our curiosity and creativity – which we pursue through thoughtful discussion and knowledge-sharing among a diverse set of peers and colleagues.

We want to work in a company of warm, inclusive people who treat their colleagues exceptionally well. The kind of people who are committed to going out of their way to help other Stripes in the short-term and pushing them to improve over the long-term (by helping them to get better at what they do).

We’re a highly cross-functional organization and view that as part of the fun: we design our space to encourage as much collaboration as possible. We have long tables in the kitchen for a reason (to enable everyone to meet new people and learn from them). We also have a culture of transparency that we carry through to email communication, ensuring that Stripes all around the world have the information they need to make good local decisions.

In both our products and our people, we aim to reflect, represent and advocate for all of our users, globally. Our users transcend geography, culture and language; what we share, collectively, is a drive to create a fairer, more economically interconnected world.