Stripe

Stripe

Head of Strategy & Operations

Full-time
San Francisco, CA
Mar 28, 2021
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Head of Strategy & Operations

As the global Strategy & Operations leader, you will be building the infrastructure to help scale our Operations organization (e.g. Customer Experience). We’re responsible for the experience of hundreds of thousands of businesses and their self-serve users, and our 1K+ customer support agents. Through our umbrella Platform team, we analyze the causes of ticket volume and strive to improve the user support experience through our Technology, Training, Knowledge/Workflows, and Strategy & Operations teams. We’re a nimble team with a large scope and obsessed with efficiency and impact. 

The Strategy & Operations team specifically focuses on:

  • Building and executing data-driven strategies for Operations (e.g. similar to GMs, success is measured through hitting metrics targets)
  • Scoping and executing large, multi-quarter projects to provide our users and customer support agents with technology, training, and knowledge/workflows solutions that improve top-line metrics (e.g. CSAT, first response resolution, first response SLA, contact rate, productivity, etc) 
  • Incubating new functions and processes for the Operations organization

In this role, you will:

  • Recruit, train, and lead a team of program managers
  • Develop the long-term vision and strategy for a growing team and scale day-to-day operations
  • Be accountable for operations metrics
  • Coach, mentor, and guide the team in developing programs and processes 
  • Effectively work cross-functionally across the organization (Operations, Product, Engineering, Marketing, etc) to proactively decrease overall support volume/cost-to-serve and improve our user experience Inspire, motivate, and enable individual development to promote career growth of direct reports

People who should apply:

  • 12+ years people management experience, preferably at high-growth technology company with a track record of top performance
  • Experience building teams across multiple offices
  • Ability to hire, train, and coach a high-performance operations team
  • Has a track record of leading and proactively managing end-to-end execution of projects/programs that have transformed their company’s operations and delivered quantifiable business impact
  • Ability to build relationships with cross-functional partners, especially in an engineering and product environment
  • Ability to identify repeated user and agent-facing issues and build scalable solutions and processes to address them
  • Ability to understand Stripe’s API in the context of what our agents need to answer users questions 
  • Enjoys solving complex and hard problems and can turn incomplete, conflicting, or ambiguous inputs into solid action plans
  • Strong critical thinking and data-analysis skills (e.g. ability to navigate large data sets)
  • Likes working in an ambiguous, fast-paced environment and has the horsepower to balance multiple priorities
  • Strong written and verbal communication skills with a precise talent for articulating customer challenges Experience with SQL or willingness to learn

Nice to have (or excited to learn):

  • MBA or other graduate degree
  • Experience in strategy consulting or finance
  • Experience in a high growth technology company
  • Experience in other user-facing roles (e.g. customer support, sales, etc) that require time-sensitive responses
  • CS background or affinities
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