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Operations Program Manager, Executive Escalations Specialist

2 months ago

Singapore STRIPE PAYMENTS SINGAPORE PTE. LTD. Full time
About 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 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 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.

Key Responsibilities
  • 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
  • Drive fast resolution and demonstrate extreme ownership in solving users' issues completely
  • Conduct thorough, data-driven root cause 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 user's 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
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