Operations Program Manager, Capital Collections

Collections Team Overview

The Collections team focuses on effectively recovering overdue Stripe Capital loans while maintaining a positive user experience. We are committed to balancing the necessity of efficient collections with a customer-centric approach.

Responsibilities

• Own complex and escalated collections cases end-to-end, building firsthand understanding of customer pain points, process gaps, and regulatory nuances to inform program decisions
• Design, launch, and manage collections programs aligned with business objectives, regulatory requirements, and customer experience goals
• Identify opportunities to automate, standardize, and scale collections operations—reducing manual effort while improving efficiency and consistency as volume grows
• Ensure regulatory and policy compliance across all collections activities. Build and maintain QA frameworks—including audits and calibration—to uphold quality standards
• Monitor program performance through analytics, identify trends and areas for improvement, and develop data-driven strategies to optimize outcomes
• Partner with Product, Engineering, Compliance, and Operations teams to align collections programs with platform capabilities and drive long-term systemic improvements
• Build and maintain process documentation, playbooks, and training materials that empower the team and reduce knowledge silos

Qualifications

• 3+ years of program management experience, with a focus on operational process design, implementation, and scaling
• Willingness and ability to perform hands-on casework alongside program responsibilities
• Strong problem-solving skills with the ability to use data to drive decisions and measure impact
• Excellent communication skills—comfortable conveying complex or sensitive topics to both technical and non-technical audiences
• Experience managing multiple concurrent projects in a fast-paced, high-growth environment with shifting priorities
• Experience in financial services or fintech, particularly in collections or lending operations
• Familiarity with automation tools and techniques, including a working knowledge of SQL
• Experience in change management—taking initiatives from conception through scaled execution
• Background in a compliance-sensitive environment with knowledge of relevant regulatory frameworks
• Experience designing or managing QA programs, including audit methodologies, scoring calibration, and quality feedback loops

Pay

The annual US base salary range for this role is $112,000 - $168,000. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Benefits

• Equity
• Company bonus or sales commissions/bonuses
• 401(k) plan
• Medical, dental, and vision benefits
• Wellness stipends

Office Locations

New York, or South San Francisco HQ

Team

Operations