Technical Program Manager
Ensono
ServiceNow
Engineering Program Manager, Operations Technology
Stripe
full-time
Posted on:
Location: California, Illinois, New York, Washington • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- About the team: The Operations Technology team builds infrastructure and tooling to help Stripe’s Operations organizations scale, supporting 2K+ support agents and user-facing workflows
- Role summary: Translate Ops priorities and metrics into tooling needs and drive change between Operations, product, and engineering teams
- Responsibilities:
- Deeply understand user, agent, and partner organization pain points
- Utilize SQL to pull, analyze and articulate quantifiable business impact
- Translate business needs and operational pain points into technical requirements and product opportunities
- Work with Ops front line and engineers to debug technical issues
- Partner with the product and engineering teams to prioritize, pilot, and roll out new capabilities
- Assess and communicate implications of engineering developments to the Operations organization
- Represent Ops in product and engineering roadmap conversations
Requirements
- 5+ years in program management, preferably at high-growth technology company with a track record of top performance
- A track record of leading end-to-end execution of projects/programs that deliver quantifiable business impact
- Experience distilling complex needs to clear solutions
- Demonstrated ability to learn the implications of new technologies and systems
- Strong critical thinking and data-analysis skills, including SQL capability
- Enthusiasm for diving deep to understand the root cause of issues
- Initiative to propose creative solutions to cross-functional partners, especially in an engineering and product environment
- A desire to work in a fast-paced environment while balancing multiple priorities
- Strong written and verbal communication skills with a talent for articulating user challenges
- Preferred: A deep understanding of Operations or Support organizations
- Preferred: Experience with technical platforms
- Preferred: Experience partnering directly with product and engineering teams throughout the product development lifecycle and/or go-to-market
- Preferred: Experience in strategy consulting or finance
- Preferred: Experience in a high-growth technology company
- Preferred: Familiarity with CRM and/or customer care software
- Preferred: Experience in other user-facing roles (e.g. customer support, sales, etc) that require time-sensitive responses
