Manager, Product Support Operations - Enterprise

About the role

Chat with Stripe sales Manager, Product Support Operations - Enterprise Stripe logo Jobs Our opportunity Life at Stripe Benefits University See open roles Open mobile navigation Jobs Our opportunity Life at Stripe Benefits University See open roles Close mobile navigation Roles at Stripe Role details Manager, Product Support Operations - Enterprise 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 As Stripe’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Product Support team ensures Stripe’s users receive fast, reliable, and high-quality support across Stripe’s growing suite of products. The team partners closely with cross-functional teams to solve complex issues, improve support workflows, and continuously raise the bar on operational excellence and user experience. At Stripe, our Mexico City office is a vibrant hub at the forefront of our mission to reshape the financial landscape for businesses worldwide. Our team prioritizes collaboration, innovation, and excellence. As a member of the Mexico City team, you'll be part of a mission-driven community dedicated to enhancing the global economy and increasing the GDP of the internet. We strive for excellence by creating with craft and beauty, while having fun and celebrating our successes together. We cultivate a culture of collaboration, inclusivity and support where every team member’s voice matters. Our commitment shines through as we handle over a million support cases each year, empowering our users not just to solve problems but to achieve their goals. What you’ll do We are looking for a dynamic and forward-thinking leader with a passion for solving complex, global user issues, redefining what operational excellence looks like, and driving an AI-first culture. You will play a front-line role in helping some of Stripe's top users accelerate their growth and ensure an unmatched customer experience when dealing with Stripe. In this role, you will recruit, manage, and develop a team of Operations Associates focused on user support. You will be responsible for driving team engagement and motivation through consistent feedback, coaching, mentoring, and advocacy within the organization. This includes developing and executing tactics that enable the team to reach its goals, using data and metrics to measure performance and continuously raise the bar. You'll be a strong fit if you have the grit to get things moving, a sharp operational mindset, and a genuine passion for developing the people around you. Responsibilities Recruit, manage, coach, and develop a team of in-office Operations Associates Drive strong operational performance through operational rigor, process improvement, and hands-on coaching, balancing a strong users-first mindset with speed and innovation Cultivate a "what got us here will not get us there" mindset through continuous identification of process improvements and AI-first thinking Planning for the unplanned: apply a "see around the corners" approach to capacity management, ensuring strong oversight of volume and user trends while anticipating curveballs before they impact the user experience Own on-the-floor tactics as well as strategic initiatives to deliver on the Enterprise Roadmap Set clear goals and direction, and provide regular feedback on team members' performance Be data-driven in your analysis of performance and in your decision making Build an environment rooted in trust and transparency with the goal of creating a "talent hub" where people develop and thrive, representing a strong talent pipeline for the rest of the organization Be a role model at work and in life, inspiring your team and peers to do things smarter and aim higher 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 At least 5+ years experience leading operations support teams Experience working cross-functionally with multiple teams to deliver high impact initiatives Experience in delivering weekly and monthly business metrics and reporting Excellent written and verbal communication skills An ability to partner effectively with internal stakeholders Background of identifying and remediating quality gaps in team performance Passion for process improvement, innovation and AI Ability to periodically work a weekend day for which you will receive a weekday off; Product Support operates during daytime hours with shifts from the morning through early evening Preferred qualifications Proven experience building and scaling teams, including hiring, developing, and retaining top talent Strong operational background with hands-on experience launching new processes and delivering best-in-class service in a high-growth technology environment Demonstrated ability to anticipate operational challenges, think around corners, and build proactive solutions before issues arise Track record of driving continuous improvement and challenging the status quo — comfortable asking "what got us here, won't get us there" AI fluency and an AI-first mindset: experience leveraging AI tools to drive operational efficiency, improve team performance, or enhance the customer experience Ability to operate across both tactical and strategic levels — equally comfortable on the floor with the team and in the room shaping the roadmap Strong data-driven decision making skills with experience using metrics to manage team performance and drive outcomes Proven ability to build high-trust, high-engagement team cultures that serve as a talent pipeline for the broader organization In-office expectations Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible. Pay and benefits Stripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally. Office locations Mexico City Team Operations Job type Full time Apply for this role We look forward to hearing from you At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us. 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