Program Manager, Risk Ops Enablement (Quality)

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 Risk Operations Enablement team sits within the Risk Operations org and is responsible for building and operating the core business and strategic programs that are critical to Risk Operations. These programs range from operational excellence initiatives to high-priority, cross-functional initiatives that typically require partnering across broader Risk (e.g., Risk Product) and risk-adjacent (e.g., Policy) teams. More specifically, we both lead initiatives to make step changes in the Risk User Experience and devise and execute strategies to ensure that a wide range of missing-critical business processes are effective at achieving our dual goals of preventing bad actors from exploiting Stripe's systems and delivering an exceptional user experience for legitimate users.

What you'll do

You'll be a builder of the Risk Operations Quality program — designing and standing up quality assurance frameworks, processes, and measurement systems from the ground up, and then scaling them across the broader Risk Operations organization. In parallel, you'll partner cross-functionally across Risk (e.g., Risk Product) and Risk-adjacent (e.g., Policy) teams to lead ambiguous, high-priority problem spaces that change the trajectory of Risk Operations. You'll work closely with Risk Ops leadership, Engineering, and Data Science to ensure quality standards are embedded into our operational workflows and that we have the insights needed to continuously raise the bar on performance and the user experience.

Responsibilities

• Lead complex global programs, from initial scoping to design and execution and work on high-impact strategic initiatives
• Collaborate with multiple stakeholders across Risk Operations, Risk Product, Risk Eng, and other stakeholder teams (e.g., Policy, Data Science) to prioritize and maximize the impact of your projects
• Design and launch programs that lead to step-change improvements in our operational processes and business outcomes
• Design and continue building the Risk Operations Quality program — defining frameworks and processes needed to systematically measure and improve operational quality across the org
• Stand up agent performance monitoring and calibration processes to ensure accuracy, consistency, and fairness in how we evaluate operational quality
• Define and track quality metrics and reporting, partnering with Data Science to surface actionable insights to Risk Ops leadership
• Scale the Quality program across the Risk Operations organization, ensuring adoption, standardization, and continuous iteration as the program matures
• Embody our Operating Principles and foster Stripe's values and culture

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

• 5+ years of experience in risk program management, strategy, management consulting, business operations, and/or operations program management
• The ability to dig deep into the data and think from first principles while delivering the best results
• Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal
• Strong program management skills with experience managing end-to-end execution of projects/programs that have transformed their company's operations
• Enjoys solving complex and hard problems and can turn incomplete, conflicting, or ambiguous inputs into solid action plans and deliver quantifiable business impact
• Ability to identify repeated user and specialist-facing issues and build scalable solutions and processes to address them

Preferred qualifications

• 2+ years in consulting
• Experience with SQL or willingness to learn
• MBA or other graduate degree
• Prior experience partnering with Product, Eng, and Operations teams preferred