Product Lead, Support Experience
Core
Devising strategy and driving execution for critical initiatives to create a world-class support experience for Stripe's customers and users, focusing on applied AI and redefining support capabilities.
Role type
Senior IC Product Lead (Support Experience & AI)
Builds
Conversational AI and human support systems/platforms for Stripe's product suite
Domain
Financial technology + Customer Support + Applied AI
Deliverable
production ML models | product features
Required skills
Product strategy, team leadership (managing PMs), cross-functional partnership, technical product leadership, multi-year roadmap planning, global team building, user empathy, technical background (CS or similar)
Preferred skills
Experience with conversational AI, experience hiring and building high-performing PM teams across multiple continents
Technologies
Conversational AI, Applied AI
Responsibilities
Own and drive the product roadmap for conversational AI and human support; Shape strategy and steer product requirements for high-impact initiatives; Partner with AI teams to unlock opportunities for serving users; Build relationships with senior leaders in Operations to uplevel human support functions; Grow and coach a global team of PMs in building systems and platforms for agents
