Executive Escalations Program Manager - Stripe

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 Executive Customer Relations team exists within Operations to help address the most escalated user issues.  This team responds to users who have sent their issue or concerns to an executive at Stripe. We own the resolution of the immediate issue at hand, as well as ensuring that the factors that led to the escalation are addressed and remediated. 

Ultimately, these cases often shine a light on points of failures within Stripe, and the ECR team has the opportunity to create transformative user experiences, while also helping edit Stripe to rectify the structural issues that resulted in the escalation in the first place.

This is a high visibility, high impact role, with the responsibility to lead a team and program who works with execs, users and cross functional stakeholders, all while helping drive operational excellence and outstanding user experience.

What you’ll do

Responsibilities

• Respond to incoming emails from Stripe executives and provide concise, relevant, executive level updates on a regular basis during regular business hours Monday through Friday
• Communicate directly with users to solve the most painful problems, via phone and email
• Drive fast resolution and demonstrate extreme ownership in solving users issues completely
• Conduct thorough, data-driven root causes analyses of escalations, and work with partner teams to validate findings
• Collaborate with partner teams to identify remediations to address root causes of escalations and drive change from a users’ first mentality
• Challenge the status quo, identifying how and where Stripe needs to improve to better serve users.
• Help build this team and process from the ground up
• Build relationships with partner teams and drive accountability for completion of remediations
• Understand and help influence the relevant product roadmaps that will address the most frequent issues that are escalated to executives 

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

• Knowledge of Stripe’s products, processes and tooling. Experience with risk is a plus.
• Experience leading multiple concurrent projects
• Analytical rigor and the ability to use data to inform decisions; comfort with SQL is a plus
• The ability to navigate Stripe’s org and work cross functionally with SMEs
• Sound judgment and impeccable attention to detail
• Deep sense of customer care and users-first perspective
• Unflappable, exothermic energy under pressure
• Comfort with ambiguity and a proven ability to create order out of chaos by building lightweight processes that help the team run better and deliver a better user experience 

Last updated: 5 days ago