Operations Manager, Center of Excellence

<h2><strong>Who We Are</strong></h2> <h3><strong>About Stripe</strong></h3> <p>Stripe is a premier financial infrastructure platform designed for businesses of all sizes. From the world’s largest enterprises to the most innovative startups, millions of companies rely on Stripe to facilitate payments, enhance revenue growth, and unlock new business opportunities. Our mission is to elevate the GDP of the internet, presenting an extraordinary opportunity for you to contribute to the global economy while engaging in the most impactful work of your career.</p> <h3><strong>About the Team</strong></h3> <p>The Center of Excellence (CoE) was established to ensure scalable, high-quality service delivery across the Technical Account Management (TAM) and Customer Success Management (CSM) functions. By centralizing, standardizing, and progressively automating repeatable, low-context activities such as reporting, onboarding, monitoring, and optimization support, the CoE alleviates the administrative burden on frontline TAMs and CSMs.</p> <p>This operational model empowers account-facing teams to concentrate on high-value strategic engagement, technical advisory, and customer outcomes, while guaranteeing consistent quality and operational efficiency at scale. Although the initial focus is on supporting priority and strategic accounts, the CoE’s frameworks and outputs are designed to benefit the broader organization by enhancing deliverable consistency, expanding capacity, and facilitating sustainable, sublinear growth across the enterprise servicing model.</p> <h2><strong>What You’ll Do</strong></h2> <p>The Manager, Center of Excellence (CoE) Technical Account Management Lead, will be responsible for spearheading the TAM aligned function within the CoE. This role is a hands-on operational leadership position focused on managing contributors, overseeing intake and delivery across key TAM workstreams, and ensuring consistent, high-quality execution.</p> <p>This role collaborates closely with frontline TAM teams to support activities such as onboarding, account reviews, operational assessments, payouts, verifications, and supportability initiatives. In addition to overseeing delivery, this leader is accountable for developing repeatable processes, enhancing operational rigor, and identifying automation opportunities that improve efficiency and predictability. Success in this role necessitates a builder mindset, comfort in navigating ambiguity, and a strong focus on scalable outcomes.</p> <h3><strong>Responsibilities</strong></h3> <ul> <li>Lead the Technical Account Management function within the Center of Excellence by recruiting, coaching, establishing goals, and managing performance for TAM aligned contributors.</li> <li>Oversee intake, prioritization, service level agreements, and delivery across TAM-focused operational workstreams, including onboarding support, account reviews, operational assessments, verification processes, optimization initiatives, and other technical servicing requests.</li> <li>Design and institutionalize scalable operational processes, playbooks, and quality standards that reduce administrative burdens for frontline teams and enhance the consistency of deliverables.</li> <li>Drive day-to-day operational execution by coordinating cross-functional work, removing obstacles, ensuring accountability, and delivering timely, high-quality outputs.</li> <li>Collaborate closely with Technical Account Management, Customer Success Management, Product, Engineering, and Data teams to standardize handoffs, resolve technical constraints, and scope automation initiatives.</li> <li>Foster a builder mindset by identifying opportunities to replace manual work with automation, dashboards, and tooling. Scope and lead pragmatic experiments that can scale into production solutions.</li> <li>Define and monitor key performance indicators for TAM aligned Center of Excellence performance, including throughput, service level attainment, stakeholder satisfaction, and capacity recovered, using data to continuously iterate and improve.</li> <li>Operate effectively in ambiguous environments by making pragmatic trade-offs, decomposing complex problems, and providing clear recommendations.</li> <li>Represent the Technical Account Management function of the Center of Excellence in stakeholder forums and serve as the primary escalation point for deliverable quality and prioritization.</li> </ul> <h2><strong>Who You Are</strong></h2> <p>We are seeking a candidate who meets the minimum qualifications for this role. If you meet these criteria, we encourage you to apply. The preferred qualifications are considered a bonus, not a requirement.</p> <h3><strong>Minimum Requirements</strong></h3> <ul> <li>A minimum of 12 years of professional experience leading Technical Account Management, technical customer success, or technical operations functions supporting enterprise customers, or equivalent experience.</li> <li>At least 5 years in people leadership or managerial roles.</li> <li>Strong operational execution capability with a proven history of managing day-to-day delivery, establishing service levels, and implementing scalable, repeatable processes.</li> <li>A builder mindset with hands-on experience in automation, tooling, or process engineering, alongside the ability to scope and drive pragmatic engineering or low-code solutions in partnership with technical teams.</li> <li>Comfort in operating within ambiguity with the ability to prioritize effectively, make decisions with incomplete data, and break down complex problems into actionable plans.</li> <li>Robust stakeholder management experience, collaborating with customer-facing teams, product, engineering, and data organizations.</li> <li>Data-informed leadership with experience utilizing metrics and dashboards to drive prioritization and measure impact.</li> <li>Exceptional written and verbal communication skills, with the ability to create clear operational documentation and present progress to leadership.</li> </ul> <h3><strong>Preferred Requirements</strong></h3> <ul> <li>Experience in payments, software as a service platforms, or similarly complex technical product environments.</li> <li>Hands-on experience supporting enterprise onboarding, account-level analytics, or business review deliverables for high-value customers.</li> <li>Direct experience in building automations, orchestration workflows, data pipelines, or closely partnering with engineering teams to reduce manual operational work.</li> </ul>