Manager, Product Support Operations
Core
Lead a team of Operations Associates to deliver high-quality, fast, and reliable user support for Stripe's global enterprise clients, driving operational excellence and an AI-first culture.
Role type
Senior IC manager (product support operations)
Builds
Enterprise support workflows and user experience for Stripe's financial infrastructure platform
Domain
Fintech / SaaS / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team leadership and recruitment, operational process improvement, data-driven performance analysis, cross-functional partnership, capacity planning, stakeholder management
Preferred skills
Scaling teams and talent development, launching new processes in high-growth environments, proactive risk anticipation, AI tool fluency, strategic roadmap shaping
Technologies
AI tools for operational efficiency
Responsibilities
Recruit, manage, coach, and develop a team of in-office Operations Associates; Drive operational performance through rigor and hands-on coaching; Identify process improvements and apply AI-first thinking; Manage capacity and anticipate volume trends; Execute on-the-floor tactics and strategic initiatives; Provide regular performance feedback and build a high-trust talent pipeline
Seniority
Senior, hands-on IC with strategic oversight
