Support Process Program Manager

Who we are

About Stripe

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 team

The Support Process team is a programmatic function within the Support org, responsible for ensuring Stripe's support operations are effective, efficient, and scalable. With over a million support cases handled annually, the team owns the strategy and execution of core "run the business" programs — including Launch Readiness, Quality, and Knowledge Management — while leading projects that continuously refine and improve support workflows.

What you’ll do

As a Support Process Program Manager, you'll own a "run the business" program, setting strategy, identifying improvement opportunities, and driving solutions in alignment with cross-functional partners. In parallel, you'll manage a portfolio of process improvement projects, working cross-functionally with partner teams across Support such as vendor managers or product support teams to reduce friction, standardize workflows, and deliver measurable impact to Support’s top-line metrics.

If you thrive on owning complex problem spaces, identifying the highest-impact work, and driving multiple workstreams in parallel, we want to hear from you.

Responsibilities

• Support a “run the business” program, including intake process management, recurring operational reviews with stakeholders, reporting routines, and distribution of workload to subject matter experts
• Own a portfolio of 2–3 concurrent process improvement projects from scoping through execution, driving measurable impact to top-line Support metrics
• Partner cross-functionally with stakeholders from Product and Support throughout the strategic design and execution phases of your projects to maximize the impact of your work
• Proactively identify process improvement opportunities, ensuring that proposals to change meet our desired outcomes and optimize for key metrics while minimizing potential risks

Who you are

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.

Minimum requirements

• 4-7 years of experience in Operations, Support, project/program management, business process analysis, strategy and operations, and/or consulting
• Full professional proficiency in English (written and verbal) to collaborate with global teams
• Strong program management skills – Proven track record of managing end-to-end programs that transform operations and deliver quantifiable business impact
• Highly collaborative – Skilled at managing global stakeholders across all project phases, driving alignment and commitment, and unblocking progress
• Excellent communicator – Able to distill complex topics into clear, concise updates for leaders and peers across teams
• Data savvy – Comfortable analyzing large datasets and using data to drive program decisions and reporting
• Curious and driven – A self-starter who digs into the details, navigates ambiguity, and relentlessly pushes through challenges to find solutions
• AI enabled – Ability to understand, apply, interact with, and leverage artificial intelligence (AI) technologies in various contexts

Preferred qualifications

• Experience working in customer-facing roles (e.g. customer support, sales, partnerships, consulting, professional services, etc.)
• Experience with relevant Support programs, such as Quality Assurance, Launch Readiness, and Knowledge Management
• Experience in fintech, financial services, payments, or regulated technology environments
• Familiarity with Jira, Medallia, Asana, Confluence, Trailhead, Whimsical, Salesforce, Claude Code, UnwrapAI
• Familiarity with SQL and data analysis platforms such as Looker, Power BI, or Tableau