Manager, Scaled Operations

About StripeStripe 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.About The TeamAs Stripe's user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with.

The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe's portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams.

to design, implement and grow Stripe's operations for the next decade.What you'll doIn this role, you will lead and build the Bridge Product Support and onboarding team, which was established following Stripe's acquisition.

You will manage a team of Operations Associates dedicated to investigating accounts, resolving issues, and ensuring an exceptional user experience along with Onboarding Specialists helping users integrate with Bridge APIs and guiding their implementation process to go live successfully.You will be an adaptable leader and cultivate the engagement of their team members while guiding them to be the best they can be, through feedback, coaching, mentoring, and advocacy within the organization.

This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals.

To be a fit, you will have a strong operations mindset, be able to move quickly, and be passionate about delivering an incredible user experience.ResponsibilitiesSet a clear strategic vision for the Bridge team and build the path to execute it in both the short and long-term, ensuring alignment with overall Product Support and GTM company objectivesRecruit, manage, and develop a high-performing team, fostering a collaborative, inclusive, and results-oriented environmentGuide your team in conducting thorough investigations and implementationsDrive operational efficiency within operations, defining and managing core metrics and SLAs for team performanceProactively identify gaps and opportunities, leading initiatives to enhance systems and scale operations to address emerging financial crime risksCollaborate with and influence cross-functional stakeholders to optimize user experience, improve processes, and mitigate risksCultivate a team culture aligned with Stripe's values, ensuring engagement and professional growth through structured feedback, coaching, mentoring, and advocacyUtilize data to analyze performance, identify trends, conduct root cause analysis, and make informed decisionsWho you areWe'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.Minimum Requirements8+ years of direct people management experience within product support, customer service, customer success, professional services, or related functionsExperience working cross-functionally with global teams to deliver high-impact initiativesOperational background with demonstrated experience in driving process improvements, managing performance against SLAs / metrics, and scaling operationsStrategic thinking and problem-solving skills, with the ability to navigate ambiguity and translate complex challenges into actionable plansAbility to analyze performance data, identify trends, and make data-driven decisionsExcellent written and verbal communication skills in English and SpanishPreferred QualificationsUnderstanding of cryptocurrency, particularly related to stablecoinsExperience collaborating closely with Product or Engineering teams to enhance tools and systemsIn-office expectationsOffice-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users.

This expectation may vary depending on role, team and location.

For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office.

Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss.

This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.Pay and benefitsStripe does not yet include pay ranges in job postings in every country.

Stripe strongly values pay transparency and is working toward pay transparency globally.