SDC Operations 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

Stripe Accelerate (Scaled Professional Services)  is a dedicated implementation service that helps users quickly and confidently implement Stripe into their businesses. With a proactive and expert approach, the designated Accelerate team guides users through each stage of the implementation process, from project planning to product workshops, ensuring a smooth and efficient experience. Users have access to tailored project plans, key milestone guides, and a learning hub with various resources. This streamlined process empowers businesses to launch faster with confidence and achieve a quicker time to value with Stripe.

What you’ll do

As the Manager, Scaled Professional Services you will lead a team of Onboarding Specialists (i.e. Technical Implementation Consultants) dedicated to providing technical guidance to users during their onboarding journey with Stripe. This team proactively addresses technical queries, troubleshoots challenges, and collaborates with cross-functional teams, including frontline developers and technical leaders, to ensure a seamless experience. Their goal is to deliver exceptional customer service, enabling customers to deploy high-quality integrations quickly and derive strategic value from Stripe as our product portfolio expands.

You will actively engage and develop your team members, guiding them to reach their full potential through feedback, coaching, mentoring, and advocacy within the organization. This includes helping to set team goals and utilizing metrics to effectively measure and enhance performance in pursuit of those goals. To be a fit for this role, you should possess a strong operations mindset, the ability to move quickly, and a passion for delivering an exceptional user experience.

Responsibilities

• Recruit, manage, coach, and develop a new team of Onboarding Specialists 
• Develop your team to effectively manage daily user engagements, conduct user education and health checks, and oversee a portfolio of user cases
• Collaborate with Stripe Accelerate leadership to establish clear goals and performance metrics while developing and implementing the long-term strategy for Scaled Professional Services
• Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact
• Build a great culture and ensure team members are happy, effective, and growing in their career
• Set clear goals and direction, and provide regular feedback on team members’ performance
• Be data-driven in your analysis of performance, and in your decision making
• Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment

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

• 5+ years of building and leading high performing professional services and/or customer success/support teams in a high growth technology environment
• 10+ years of customer facing experience in an infrastructure, platform, or SaaS business
• Ability to convey complex business and technical concepts to both technical and non-technical audiences, along with a quick understanding of technical concepts to assist the team with escalations
• Experience working cross-functionally with global teams to deliver high impact initiatives
• Operational mindset with prior experience in new process launches and service delivery
• Analytical skills to investigate, prioritize, and identify the root cause of issues
• Comfort operating in a highly ambiguous and fast-paced environment
• Excellent written and verbal communication skills in both English and Spanish

Preferred qualifications

• Experience in payments, e-commerce, or fintech
• Experience leading customer onboarding specific functions
• Experience in building and scaling new teams from zero
• Knowledge and understanding of APIs
• Knowledge and understanding of the needs of startup and digital-native customers