Product Lead, Support Experience

Overview

The Support Experience group develops and applies technology at all points of the user support journey to solve customer problems at scale, keeping millions of businesses running and unlocking growth across Stripe's product suite.

Responsibilities

• Own and drive the product roadmap for the future of conversational AI and human support at Stripe
• Shape strategy, steer product requirements, and hold a high bar for the execution of high-impact initiatives that impact key segments and top customers
• Partner with Stripe's AI teams to unlock opportunities for serving users more effectively
• Build strong relationships with senior leaders across Operations to continually uplevel our human support functions
• Grow and coach a global team of PMs in building systems and platforms for conversational and human agents

Requirements

• 3+ years of managing product managers, 8+ years as a product manager
• Deep user empathy and a high bar for user experience
• Experience developing a multi-year vision, strategy and roadmap for large scale products
• Experience hiring, managing, and building high-performing customer-focused Product Management teams in multiple continents
• Experience leading cross-team initiatives from ideation to execution
• Technical expertise: You've led technical products and/or have a background in computer science (or similar)
• Strong written and verbal communication skills

Qualifications

• Relentlessly user-focused
• Comfortable in ambiguity
• Desire to create something new

Benefits

• Annual US base salary range: $220,000 - $330,000
• Equity
• Company bonus or sales commissions/bonuses
• 401(k) plan
• Medical, dental, and vision benefits
• Wellness stipends

Location

• Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in their local office or with users.
• Seattle, New York, or South San Francisco HQ

Team

• Payments

Job Type

• Full time