Critical Support Manager - Escalations

What you'll do

We are looking for a strategic leader to continue to build and lead Critical Support as Stripe's ultimate. You will own the strategy, operating model, and cross-functional partnerships that enable Stripe to resolve the most severe and consequential user issues with urgency, judgment, and lasting impact on Stripe's product and processes. You will equally wear a strategic and operational hat.

You will lead a high performing team of escalations specialists to deliver exceptional user experiences. This team goes beyond basic troubleshooting-it's about developing a team of product and process expertise with analytical mindset and project management skills to strategically improve our support systems, processes, and product quality.

You will play a key role to cultivate the happiness of their team through clear goal setting, feedback mechanism, mentoring, and advocacy within the organization.

Responsibilities

• Guide the organization to design and deliver scalable user support by partnering effectively with cross functional stakeholders across Product, Engineering and broader teams such Sales (Go-To-Market), Risk etc as needed
• Co-own & drive Critical Support strategy, operating model, and multi-quarter roadmap development that meets or exceeds Stripe's users and internal stakeholders expectations towards critical support experience
• Act as a trusted partner to Sales, Account Management, Product, Engineering, Risk, and executive leadership during high-stakes user situations.
• Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact
• Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports
• Develop strong ties with cross-functional teams and position the Critical Support team to act as ultimate unblocking force for users as well as source of the insights on Stripe's product and process.
• Set clear goals and directions, and provide regular feedback on team members' performance
• Ensure team members are happy, effective, and growing in their career and new work experiences
• Transmit and foster our values, serving as a beacon of Stripe's user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment
• Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements

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 8+ years of direct people management experience; including senior front line specialists and/or managers and supported them to career growth and transitions
• Experience leading operational teams such as product support teams (preferably in high-growth technology companies)
• Experience in strategizing and driving large scale operational process improvements and program management work
• Solid experience in stakeholder management, with the ability to influence cross-functional teams and drive progress for the team and users
• Strong analytical sense and track-record of making data driven decisions
• Skill and credibility doing the core work of a user facing team with a high bar for quality and a willingness to lead by example and get into the details of front-line work if required
• Strong ownership mindset and experience in driving highly complex initiatives at speed
• Excellent written and verbal communication skills

Preferred qualifications

• Prior experience with Escalations, Incident Management
• Comfort with some technical troubleshooting
• Familiarity with FinTech industry and products
• Passion for learning new functions and features of technical products