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Program Manager, Customer Advocacy & Programs

Stripe · 1340 Customer Success Management

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Where
US-ATL, US-CHI, US-Remote
Posted
Sep 17

As a Program Manager on the Customer Advocacy and Programs team, you’ll lead high-priority, cross-functional initiatives that improve how Stripe listens to, advocates for, and serves its users. Your portfolio may span customer feedback, servicing programs, operating processes, internal capabilities, and other emerging priorities across Customer Success.

You’ll take broadly defined problems from discovery through execution: developing a clear understanding of user and business needs, defining the right approach, aligning stakeholders, building an actionable plan, and driving work through launch, adoption, and iteration.

What you'd do

  • Lead strategic programs end to end: Own a portfolio of high-priority initiatives from problem definition and strategy through planning, execution, launch, and measurement.
  • Turn ambiguity into action: Diagnose complex or loosely defined problems, identify their underlying causes, and translate them into clear objectives, scope, decisions, and workplans.
  • Drive cross-functional execution: Align stakeholders around shared outcomes, clarify roles and decision rights, manage dependencies and risks, and maintain momentum across teams with different priorities.
  • Represent users and frontline teams: Gather and synthesize qualitative and quantitative insights to understand user needs, frontline friction, and opportunities to improve the customer experience.
  • Establish measures of success: Define meaningful program outcomes and leading indicators, build feedback loops, and use evidence to determine what to expand, improve, or stop.
  • Communicate with clarity: Produce concise recommendations, decision documents, and leadership updates that surface the most important insights, trade-offs, risks, and actions.

What they want

  • 5+ years of experience in program management, business operations, strategy and operations, consulting, or a related discipline.
  • A track record of leading complex, cross-functional programs from an ambiguous starting point through implementation, adoption, and measurable outcomes.
  • Strong structured problem-solving skills, with the ability to diagnose problems, synthesize varied inputs, evaluate trade-offs, and develop practical recommendations.
  • Demonstrated ability to move between strategy and detailed execution and a willingness to personally drive the work required to deliver results.
  • Excellent written and verbal communication skills, with the ability to create clarity for audiences ranging from frontline teams to senior leaders.
  • Strong stakeholder management and influencing skills, including experience aligning teams with different incentives, perspectives, or priorities.
  • Sound judgment and prioritization skills, particularly when operating with incomplete information or changing business needs.
  • A user-oriented approach and the ability to incorporate customer and frontline perspectives into program design and decision making.
  • High adaptability and comfort developing expertise quickly across unfamiliar or evolving problem areas.
  • High degree of comfort with AI tools.

About Stripe · 1340 Customer Success Management

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.