Manager, Scaled Operations | [A544]

Manager, Scaled Operations | [A544]

Stripe is a financial infrastructure platform for businesses.
Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities.
Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead.
That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.
About the teamAs Stripe's user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with.
The Stripe Delivery Center (SDC)



strategy will provide operational leverage and expand Stripe's portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams.
to design, implement and grow Stripe's operations for the next decade.
What you'll doWe are seeking dynamic and curious leaders who are passionate about solving global user issues, building operations, and driving process improvements.
These leaders will play a front-line role in developing new operational capabilities for Stripe and accelerating our growth.
While the roles we hire for are specialized within certain functional areas—such as Support, Risk, Financial Crimes, and GTM, to name a few—we welcome strong operators who are eager to learn about new business areas.
We've seen many successful Managers join our operations and effectively lead teams in areas where they had little prior experience.
We believe that a great manager can learn anything, and this belief has been proven true by the success of these managers at Stripe.




This mindset is not unique to the SDC but is a core part of our culture.
In this role, you will recruit, manage, and develop a group of Operations Associates.
Depending on your function, your team will generally investigate accounts, resolve issues, and ensure an exceptional user experience.
As a Manager, you will foster the happiness of your team members and guide them to be their best through feedback, coaching, mentoring, and advocacy within the organization.
This includes helping to set team goals and utilizing metrics to efficiently measure and guide team performance toward achieving those goals.
To be a good fit, you should have a strong operations mindset, possess business acumen, be able to move quickly, and be passionate about delivering an outstanding user experience.
ResponsibilitiesRecruit, manage, coach,



and develop a new team of in-office Operations AssociatesGuide your team in handling daily user engagements, escalations, and reviewsDrive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impactBuild a great culture and ensure team members are happy, effective, and growing in their careerSet clear goals and direction, and provide regular feedback on team members' performanceBe data-driven in your analysis of performance, and in your decision makingTransmit and foster our values, serving as a beacon of Stripe's user-centric philosophy and culture of transparency, empathy, inclusion, and empowermentWho you areWe'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.
At least 5+ years of direct people management experienceAbility to partner effectively with internal globally distributed stakeholdersOperational background including new process launches / improvements and service deliverySkill and credibility doing the core work of a user facing team with a high bar for quality, and a willingness to lead by exampleProblem-solving skills and comfort operating without clear guidelinesExcellent written and verbal communication skills in both English and SpanishPreferred qualificationsExperience in payments, e-commerce, or fintech mitigating digital/card-not-present fraudExperience in building and scaling new teams from zeroExperience operating in a high growth technology companyOffice-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users.
This expectation may vary depending on role, team and location.
For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office.
Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss.
This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.
Stripe does not yet include pay ranges in job postings in every country.
Stripe strongly values pay transparency and is working toward pay transparency globally.
At Stripe, we're looking for people with passion, grit, and integrity.
You're encouraged to apply even if your experience doesn't precisely match the job description.
Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns.
At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions.
Join us.

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