Complaints Program Manager, Regulatory Operations

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 Complaints Operations team exists within Product & Support Operations to govern the Complaints program at Stripe and drive an effective and efficient regulatory program. Complying with global and local laws and regulations is core to Stripe’s business. Stripe has a legal obligation in multiple markets to ensure that we have a defined Complaints handling process, which includes identifying, tracking, responding to and resolving users' complaints. 

What you’ll do

The Complaints Operations team is seeking a program manager who will help us execute on our regulatory requirements, specifically in the EMEA region. This person will play a key role within our regulatory ecosystem, ensuring our platforms are in compliance and managing the timely remediation of issues across our products. We are seeking someone who can bring their operational expertise and rigor to our existing program and help us to drive improvements in what we do and how we operate. The main intent of this role is to improve our operational maturity while also improving the user experience for our users, driving faster and more effective resolution. 

Responsibilities

• Manage complaints programs end to end to ensure regulatory readiness and compliance and audit adherence
• Lead our EMEA Complaints program, driving enforcement, monitoring and resolution
• Continuously improve user-facing workflows to ensure operational streamlining for existing and new laws and regulations.
• Review and identify gaps and quality issues in our global complaint handling processes
• Build expertise across a breadth of Stripe’s products and users through an understanding of the Complaints trends and user needs
• Leverage your deep regulatory expertise to collaborate with internal partners and users in complex user conversations
• Work closely with Stripe’s Compliance and Legal teams to fulfill user requests
• Be a strong advocate for regulatory operations while working with product, engineering, and other internal partners

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

• Has 5+ years of demonstrated project management skills and a proven track record for operationalizing and scaling cross-functional organization-wide programs from the ground up 
• Has excellent collaboration, communication, and relationship building skills and the ability to convey complex ideas succinctly to all audiences
• Has an analytical approach to decision-making. You are meticulous, objective and skilled at using metrics to drive decisions
• Has demonstrated experience and interest in regulatory operations. You have experience with complaints specific programs and European consumer protection laws.
• Has experience in fast-paced, high-growth environments and can manage several tasks in tight timelines and can manage shifting priorities

Preferred qualifications

• Has strong research skills; able to analyze complex problems in order to identify root cause and trends; able to document complex narratives in a simplified way which are easy for others to use
• Is confident making decisive judgment calls in the absence of fully complete information
• Is comfortable working independently and collaborating with a distributed team
• Is excited to build resources to help other Stripes understand these complex topics