Operations Program Manager, Executive Escalations
1 day ago
Who we areAbout 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 teamThe Executive Customer Relations team exists within Operations to help address the most escalated user issues. This team responds to users who have sent their issue or concerns to an executive at Stripe. We own the resolution of the immediate issue at hand, as well as ensuring that the factors that led to the escalation are addressed and remediated.
Ultimately, these cases often shine a light on points of failure within Stripe, and the ECR team has the opportunity to create transformative user experiences, while also helping rectify the structural issues that resulted in the escalation in the first place. This is a high visibility, high impact role, with the responsibility to work with execs, users, and cross functional stakeholders, all while helping drive operational excellence and outstanding user experience.
What you’ll doResponsibilities- Respond to incoming emails from Stripe executives and provide concise, relevant, executive level updates on a regular basis during business hours Monday through Friday
- Communicate directly with users to solve their most painful problems, via email and phone
- Drive fast resolution and demonstrate extreme ownership in solving users issues completely
- Conduct thorough, data-driven root causes analyses of escalations, and work with partner teams to validate findings
- Collaborate with partner teams to identify remediations that address the root causes of escalations and drive change from a users’ first mentality
- Challenge the status quo, identifying how and where Stripe needs to improve to better serve users
- Build relationships with partner teams and drive accountability for remediation completion
- Understand and help influence the relevant product roadmaps that will address the most frequent issues that are escalated to executives
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- At least 6 years of experience in a user-facing role, with a track record of strong performance
- Deep knowledge of Stripe’s products, processes, and tooling
- Experience with risk is a plus
- Experience leading multiple concurrent projects
- Analytical rigor and the ability to use data to inform decisions; comfort with SQL is a plus
- The ability to navigate Stripe’s org and work cross functionally with SMEs
- Sound judgment and impeccable attention to detail
- Deep sense of customer care and users-first perspective
- Unflappable, exothermic energy under pressure
- Comfort with ambiguity and a proven ability to create order out of chaos by building lightweight processes that help the team run better and deliver a better user experience
Tell employers what skills you have
Remediation
Microsoft Excel
Talent Development
Operational Excellence
Change Management
Recruiting
Business Acumen
User Experience
Customer Care
Program Management
SQL
Attention to Detail
Pressure
Accountability
Customer Relations
-
Executive Escalations Program Manager
2 days ago
Singapore MyCareersFuture Full timeAbout MyCareersFutureMyCareersFuture is a leading financial infrastructure platform for businesses, providing a range of services to help companies grow their revenue and accelerate new business opportunities.About the TeamThe Executive Customer Relations team is a critical part of MyCareersFuture's Operations department, responsible for addressing the most...
-
Singapore MyCareersFuture Full timeRoles & Responsibilities Who we are About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies - from the worlds 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...
-
Singapore STRIPE PAYMENTS SINGAPORE PTE. LTD. Full timeAbout Stripe Payments Singapore Pte. Ltd.Stripe Payments Singapore Pte. Ltd. is a leading 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...
-
Program Manager
1 day ago
Singapore HP SINGAPORE (PRIVATE) LIMITED Full timeRoles & ResponsibilitiesAs the Program Manager, you will work directly with the Director of Portfolio & Operations to ensure effective tracking, coordination, and execution of key initiatives within the Inkjet Supplies organization. This role requires a strong ability to manage multiple complex programs simultaneously, ensuring alignment with overall...
-
Escalation Specialist
18 hours ago
Singapore IMPERVA SINGAPORE PTE. LTD. Full timeJob Title: Escalation EngineerAt Imperva Singapore Pte. Ltd., we are seeking a highly skilled Escalation Engineer to join our team. As an Escalation Engineer, you will be responsible for handling daily escalation tickets, collaborating with R&D to resolve issues, and providing consultation and assistance to team members.Key Responsibilities:Escalation Ticket...
-
Escalations Specialist
4 weeks ago
Singapore TEKsystems (Allegis Group Singapore Pte Ltd) Full timeIntroduction to the role: The High Priority Escalations Team focuses on strategically investigating, enforcing and coordinating response for the most important issues on our Family of Apps. The Team designs and implements immediate and mid-term mitigation plans to implement policies and leverage operational expertise. We respond to real-time crises,...
-
Program Director
19 hours ago
Singapore HP SINGAPORE (PRIVATE) LIMITED Full time{"title": "Program Manager", "description": "Key ResponsibilitiesAs a Program Manager at HP Singapore (Private) Limited, you will work closely with the Director of Portfolio & Operations to ensure effective tracking, coordination, and execution of key initiatives within the Inkjet Supplies organization. This role requires a strong ability to manage multiple...
-
Escalations Specialist
19 hours ago
Singapore ALLEGIS GROUP SINGAPORE PRIVATE LIMITED Full timeAbout the RoleWe are seeking a highly skilled Escalations Specialist to join our team at Allegis Group Singapore Private Limited. As an Escalations Specialist, you will play a critical role in strategically investigating, enforcing, and coordinating responses to high-priority issues on our family of apps.Key ResponsibilitiesInvestigate and Respond to...
-
Global Facilities Cost Program Manager
19 hours ago
Singapore MICRON SEMICONDUCTOR ASIA OPERATIONS PTE. LTD. Full time{"Job SummaryAs a Global Facilities Cost Program Manager at Micron Semiconductor Asia Operations PTE. LTD., you will be responsible for leading the development of effective Facilities Capex Spending strategies to achieve Micron Global capex efficiency goals and business plan. This role requires flexibility, excellent communication and presentation skills,...
-
Global Facilities Cost Program Manager
1 day ago
Singapore MICRON SEMICONDUCTOR ASIA OPERATIONS PTE. LTD. Full timeRoles & ResponsibilitiesAs a Global Facilities Cost Program Manager, you will be responsible for managing Facilities Capital, Budgeting & Funding process, and Facilities Capex Saving program.You will need to be actively engage with both Global and Site Procurement, Facilities teams, Finance teams, and other cross functional business partners to develop the...
-
Escalations Specialist
19 hours ago
Singapore FACEBOOK SINGAPORE PTE. LTD. Full timeAbout the RoleWe are seeking a highly skilled and detail-oriented individual to join our team as a Content Enforcement Specialist at Facebook Singapore Pte. Ltd. This role is part of our Global Response Operations team, which focuses on reducing bad experiences for people on our platforms.Key ResponsibilitiesEnforce Meta's Community Standards and Policies:...
-
Operations Manager
19 hours ago
Singapore TELESOURCE EXECUTIVE SEARCH PTE. LTD. Full timeJob SummaryWe are seeking a highly skilled and experienced Operations Manager to join our team at Telesource Executive Search Pte. Ltd. The successful candidate will be responsible for providing operational management to existing business partnerships with Rest of World (RoW) and delivering effective advice, guidance, and support of operational processes...
-
Application Support Specialist
19 hours ago
Singapore PROGRAM PLANNING PROFESSIONALS PTE LTD Full timeJob SummaryWe are seeking a highly skilled Application Support Analyst to join our team at PROGRAM PLANNING PROFESSIONALS PTE LTD. As an Application Support Analyst, you will be responsible for providing technical support and assistance to our users, ensuring that our core banking application, ISIS, runs smoothly and efficiently.Key ResponsibilitiesIncident...
-
Assistant Lift and Escalator Technician
19 hours ago
Singapore SCHINDLER LIFTS (SINGAPORE) PTE. LTD. Full timeAbout the RoleSchindler Lifts (Singapore) Pte. Ltd. is a leading provider of elevator and escalator solutions. We are seeking a highly skilled and motivated individual to join our team as an Assistant Lift and Escalator Technician.Key ResponsibilitiesPerform routine maintenance and repairs on lift and escalator systemsTroubleshoot and diagnose technical...
-
Global Program Manager
1 day ago
Singapore APL LOGISTICS LTD Full timeRoles & ResponsibilitiesJob PurposeOwner of flawless program execution and optimization for owned customer programs globally, working with regional team members throughout the network to ensure that customer solutions are well-socialized and delivered in a way that exceeds customer expectations. Responsible for customer stabilization, retention, and...
-
High Priority Escalations Specialist
19 hours ago
Singapore FACEBOOK SINGAPORE PTE. LTD. Full timeAbout the RoleWe are seeking a highly skilled and experienced Risk Management Expert to join our Global Response Operations team at Facebook Singapore PTE. LTD. as a High Priority Escalations Specialist.Key ResponsibilitiesInvestigate and respond to high-priority escalations across Meta's family of apps, ensuring timely and effective resolution.Address...
-
Program Manager
3 days ago
Singapore MyCareersFuture Full timeRoles & Responsibilities Senior Program Manager Position overview: · A Program Manager is the accountable owner of project and program delivery, recovery and sale. He/she combines a track record of contractual and commercial successes, combined with a technical astuteness which enables him or her to support turnarounds, maintenance of timelines and...
-
Marketing Program Manager
1 day ago
Singapore PEOPLEBANK SINGAPORE PTE. LTD. Full timeRoles & ResponsibilitiesMarketing Program Manager (Advertising) 6 months contract Hybrid work arrangementThe Opportunity Partner with various cross-functional leads across Marketing, Sales, Partnerships, and Communications to ensure alignment and collaborative thought partnership in development and execution of direct advertiser and agency marketing...
-
Regulatory Escalations Specialist
19 hours ago
Singapore FACEBOOK SINGAPORE PTE. LTD. Full timeAbout the RoleFacebook Singapore PTE. LTD. is seeking a highly skilled Regulatory Escalations Specialist to join our Detection, Response, and Intelligence- Regulatory Escalations team. As a key member of our team, you will play a critical role in developing scaled solutions to user issues, protecting users by decreasing negative engagement on our platform,...
-
Program Manager
1 day ago
Singapore ATOS INFORMATION TECHNOLOGY (SINGAPORE) PTE. LTD. Full timeRoles & ResponsibilitiesSenior Program ManagerPosition overview:· A Program Manager is the accountable owner of project and program delivery, recovery and sale. He/she combines a track record of contractual and commercial successes, combined with a technical astuteness which enables him or her to support turnarounds, maintenance of timelines and fulfilment...