Manager, Strategic Supportability Operations

<h2><strong>Who we are </strong></h2> <h3><strong>About Stripe</strong></h3> <p><span style="font-weight: 400;">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.</span></p> <h3><strong>About the team</strong></h3> <p>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.</p> <h2><strong>What you’ll do</strong></h2> <p>As a manager 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.</p> <h3><strong>Responsibilities</strong></h3> <ul> <li>Lead a team of high-performing Risk Operations Analysts</li> <li>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</li> <li>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</li> <li>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</li> <li>Maintain oversight of the team’s operational performance as it relates to supportability workstreams, to ensure compliance with regulatory and financial partner expectations</li> <li>Lead root cause analysis to identify opportunities to predict, prevent, and mitigate risk within process and performance</li> <li>Define and manage core metrics, SLAs, and performance of the User Policy Operations team</li> <li>Identify gaps in current systems, policies and strategies, and recommends enhancements and process improvements to mitigate emerging risks through a collaborative approach with stakeholders</li> <li>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</li> </ul> <h2><strong>Who you are</strong></h2> <p><span style="font-weight: 400;">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.</span></p> <h3><strong>Minimum requirements</strong></h3> <ul> <li>2+ years of direct management experience leading, mentoring, managing and developing teams</li> <li>Strong operational background and a track-record of making data driven decisions; experience with capacity planning, workforce management, and process implementation a plus</li> <li>Detailed oriented and organized with the ability to reprioritize tasks on a weekly basis</li> <li>Comfortable with navigating ambiguity and excited about creating innovative processes and solutions&nbsp;</li> <li>Experience building strong cross-functional partnerships with product and engineering teams, and influencing product roadmaps</li> <li>The ability and desire to challenge the status quo as a creative thinker who considers problems from a customer perspective while being pragmatic and solutions oriented when solving them</li> </ul> <h3><strong>Preferred qualifications</strong></h3> <ul> <li>Bonus points for prior Risk / Risk Operations experience, particularly in the policy space</li> </ul>