Manager, Strategic Supportability Operations
Stripe
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Lead a team of high-performing Risk Operations Analysts
- Set an inspirational vision for the User Policy Operations organization and build the path to execute it both in the short-term and long-term
- Futureproof our organization by proactively evolving our strategy to scale our operations, while also solving our day-to-day challenges with Stripe’s exponentially growing risk review volume
- Collaborate with and influence Risk leadership and cross-functional Risk teams to pursue the highest ROI investments for our user experience, improve our internal processes, and build out our operations and production roadmap to deliver services at scale
- Maintain oversight of the team’s operational performance as it relates to supportability workstreams, to ensure compliance with regulatory and financial partner expectations
- Lead root cause analysis to identify opportunities to predict, prevent, and mitigate risk within process and performance
- Define and manage core metrics, SLAs, and performance of the User Policy Operations team
- Identify gaps in current systems, policies and strategies, and recommends enhancements and process improvements to mitigate emerging risks through a collaborative approach with stakeholders
- Understand the risk tradeoffs between protecting Stripe and upholding what it means to be Users First; we’re ambitious with our goals and don’t believe you have to compromise on the user experience in order to effectively mitigate risk
Requirements
- 2+ years of direct management experience leading, mentoring, managing and developing teams
- Strong operational background and a track-record of making data driven decisions; experience with capacity planning, workforce management, and process implementation a plus
- Detailed oriented and organized with the ability to reprioritize tasks on a weekly basis
- Comfortable with navigating ambiguity and excited about creating innovative processes and solutions
- Experience building strong cross-functional partnerships with product and engineering teams, and influencing product roadmaps
- The ability and desire to challenge the status quo as a creative thinker who considers problems from a customer perspective while being pragmatic and solutions oriented when solving them
Benefits
- Proficient in data analysis
- Advanced knowledge of operations management
- Experience with team leadership
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data driven decision makingcapacity planningworkforce managementprocess implementationroot cause analysisperformance metricsSLAsrisk mitigationoperational performancecompliance
Soft Skills
leadershipmentoringorganizational skillsproblem solvingcreative thinkingcollaborationinfluencingadaptabilityattention to detailcustomer perspective