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.

The ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills, and have the desire to create something new.

• 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

• Available to work either in an office or remotely (35+ miles or 56+ km from a Stripe office).
• Remote locations are defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently live or plan to live.

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.

Benefits

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

Team

Payments

Job type

Full time