Staff Product Manager, Support Experience

About the role

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

• Create the home for product teams to safely build out, understand and improve their conversational experiences.
• Build feedback loops from conversations through improvement recommendations to generating evals and prompts.
• Make Stripe’s conversational AI agent as capable and effective as our best human agents by identifying scaled ways to improve its capabilities across surfaces, user segments and products.
• Integrate human and AI conversations in the platform so that teams can understand and manage both.
• Develop the infrastructure that enables internal and external AI experiences to be driven from the same foundational primitives - so that teams can build once and have that capability available to internal, external and third-party use cases.
• Partner with GTM on expanding assistive capabilities to Stripe’s GTM layer.
• Partner with the Conversation UX team to unlock novel capabilities for the AI agent.

Requirements

We'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.

• 12+ years of experience 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 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

The role is available either in an office or a remote location (35+ miles or 56+ km from a Stripe office).

• Able to work in an office at least 50% of the time in a given month
• Remote location is defined as being 35 miles (56 kilometers) or more from one of our offices

Pay

The annual US base salary range for this role is $214,300 - $321,500. 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.

Schedule

This role is full-time.