Hardware Program Manager, Terminal Logistics

About the role

The Terminal Logistics team is seeking a Program Manager to oversee the end-to-end logistics and supply chain for our third-party hardware business. This role involves managing relationships with hardware vendors, defining logistics processes, and collaborating with product and engineering teams.

Responsibilities

• Manage the day-to-day relationship with hardware vendors, including performance metrics.
• Define and manage the end-to-end logistics (including order management) flow for hardware customers.
• Define and manage the end-to-end reverse logistics process for new hardware partners.
• Collaborate with partners like Product and Engineering to define roadmaps of Logistics automation, improve our products and processes.
• Manage the completion of milestones and delivery of large-scale cross-functional initiatives, including roadmaps for automation of processes like ordering and reverse logistics.
• Prepare and monitor key user support indicators and reports, including delivery on time and cost.
• Refined tools, strategized and organized processes and education to increase the quality of the user experience; identify possible flaws or failures to standards and successfully collaborate with multiple Stripe teams to execute thorough remediation strategy and action plans.

Qualifications

• 3+ years of experience in supply chain, operational, vendor management, logistics, or project management roles.
• Enjoy a fast-paced work environment and crafting rapid and strategic fixes to high-intensity problems.
• Obsessively ensure that users' rights are preserved with clear, objective, conclusive, and timely responses.
• Strong written and verbal communication skills with strong empathy for solving user problems.
• Data-driven decision-making is your happy place.
• Comfortable navigating through ambiguity, and have a keen eye for detail and a high bar for quality.
• A strong sense of how to scale great user support experience and can design and continuously improve operational processes.
• An ability to execute and deliver complex operational projects involving multiple stakeholders.