Product Lead, Support Experience

Stripe · Seattle, Washington, United States · Posted

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

The Support Experience group develops and applies technology at all points of the user support journey to solve customer problems at scale, keeping millions of business running and unlocking growth across Stripe’s product suite.

What you’ll do

As a Product Lead for Support Experience, you will be devising strategy, developing product requirements, and driving execution for critical initiatives that create a world-class support experience for all of Stripe’s customers and users. You’ll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like.

You’ll be leading and growing a team of experienced Product Managers who have a track record of delivering high-impact products that elevate the support experience for Stripe’s users and our user-facing support teams. Support is a high-visibility area at Stripe, and you’ll need to be comfortable orienting company leadership around your goals.

Responsibilities

  • Own and drive the product roadmap for the future of conversational AI and human support at Stripe
  • Shape strategy, steer product requirements, and hold a high bar for the execution of high-impact initiatives that impact key segments and top customers.
  • Partner with Stripe’s AI teams to unlock opportunities for serving users more effectively
  • Build strong relationships with senior leaders across Operations to continually uplevel our human support functions
  • Grow and coach a global team of PMs in building systems and platforms for conversational and human agents.

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

Our ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills, and have the desire to create something new

  • 3+ years of managing product managers, 8+ years as a product manager
  • Deep user empathy and a high bar for user experience
  • Experience developing a multi-year vision, strategy and roadmap for large scale products
  • Experience hiring, managing, and building high-performing customer-focused Product Management teams in multiple continents
  • Experience leading cross-team initiatives from ideation to execution
  • Technical expertise: You’ve led technical products and/or have a background in computer science (or similar)
  • Strong written and verbal communication skills

Apply on the Stripe website

About this role

Stripe is hiring for the role of Product Lead, Support Experience in Seattle, Washington, United States. The title points to a leadership role. The posting asks for about 3+ years of experience. It mentions Product roadmap, Communication and Leadership.

Skills mentioned

  • Product roadmap
  • Communication
  • Leadership

How to prepare your application

  • Use these exact words in your resume where they are true for you: Product roadmap, Communication and Leadership. Applicant tracking systems match on them.
  • Write bullets that show outcomes you owned: users, revenue, retention or time to launch.
  • Be ready to explain how you decide what to build first and what to cut.
  • Show you can work with engineers, designers and customers.
  • The posting asks for 3+ years, so put your most relevant experience at the top.

Common questions

What does Stripe look for in a Product Lead, Support Experience?

This posting mentions Product roadmap, Communication and Leadership and about 3+ years of experience. Read the full description above for the exact requirements.

Is this Product Lead, Support Experience job remote?

The listing gives the location as Seattle, Washington, United States. Check the employer's page to see if remote or hybrid work is allowed.

How do I apply?

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