Product Manager, Support Experience Data and Workflows

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 team develops and applies technology at all points of the user support journey to solve customer problems at scale, unlocking growth across Stripe’s product suite. 

What you’ll do

As a Product Manager on the Support Experience PM team, you’ll work across the entire support journey to transform how Stripe creates, distributes and leverages data to power our support offerings. You’ll define our data strategy across the Support and Operations organizations to identify gaps in current data; measure success across the support funnel, and build a strong data foundation for measuring the effectiveness of our tools. On this foundation you’ll own creating a universal workflow platform to empower product teams at Stripe to build solutions to user problems that can be applied anywhere in the support funnel - from documentation, to the contact flow, or executed by support specialists. 

Responsibilities

• Deeply understand Stripe’s user base through direct conversation, qualitative and quantitative research. 
• Partner closely with Product Managers for the Self-Serve and Agent Platforms to define and instrument user journeys across our products so we can understand where our users come from, how success differs by journey and  where we should invest
• Define the data strategy for delivering an effective and efficient support experience
• Create a workflow platform that can be leveraged across the support journey to turbocharge users and support agents’ ability to solve problems directly

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, highly analytical, comfortable in ambiguity, have strong technical skills, and the desire to create something new. 

• Computer Science background or equivalent technical skills
• Strong analytical abilities and experience with metrics
• An ability to craft a vision and strategy and drive the roadmap toward it
• A deep empathy for users
• 6+ years of relevant product management experience with a track record of delivering excellent results

Preferred qualifications 

• Software engineering experience, a computer science or engineering degree, or similar technical experience