Operations Team Lead, SDC

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.

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 Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. We strive to deliver frictionless experiences for all of our users, whether they are an Independent Business, Startup, SMB, or Enterprise and our mission is to provide all Stripe Users with the best support experience possible. 

You will act in a player-coach capacity and are accountable for supporting associates in delivering against target set goals and mentoring in subject matter expertise. You will manage a small team of 7-8 Operations associates.

• Ongoing management of the operational performance of your team to deliver KPIs.
• Manage capacity and scheduling, dividing and assigning work between team members.
• Ensuring your team has all the skills and resources needed to be successful in their role.
• Setting clear goals and expectations for individual and team performance. 
• Foster a culture of continuous improvement to refine team processes and procedures. 
• Support recruitment and hiring initiatives.
• Coach and mentor individuals to meet career via structured career development conversations. 
• Provide continuous performance feedback and facilitate periodic formal performance reviews.
• Drive and own initiatives that make the team a warm and welcoming place to work.

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.

• 2-3 years minimally on people management experience
• Experience working cross-functionally with multiple teams to deliver high impact initiatives 
• Deep understanding of business metrics, should have preferably supported their current manager in weekly and monthly business metrics and reporting
• Excellent analytical and communication skills
• An ability to partner effectively with stakeholders and cross functional teams.
• Passion for process improvement, innovation and obsessed with user experience.
• Have demonstrated ability to problem solve with minimal guidance in a rapidly changing environment while navigating ambiguity
• Have demonstrated technical aptitude, has experience with data analysis and use of technical tools to troubleshoot user issues
• Willingness to learn new technologies and product features and functionality

• Previous experience in mentoring, training, coaching and/or leading small to medium size teams.
• Strong operational background including new process launch, service delivery in a high growth technology company.