Operations Manager, Stripe Delivery Centre

Role overview

Operations Manager, Stripe Delivery Centre at Stripe

We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, driving process improvements and that want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe’s growth.</p>

<p>In this role, you will recruit, manage, and develop a group of Operations Associates that are focused on user support.

Required qualifications

• <li>At least 8+ years experience leading operations support teams</li>

Employment details

• Location: Bengaluru

Application details

• If you meet these requirements, you are encouraged to apply.

About the employer

• <p><strong>About Stripe</strong></p>
• 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.
• 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.</p>
• <li>Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment</li>

Additional role details

• <p>Stripe is a financial infrastructure platform for businesses.
• 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.</p>
• <p><strong>About the team</strong></p>
• <p>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.
• <p><strong>What you’ll do</strong></p>
• <p>Stripe is launching Stripe Delivery Centers - a new global team to design, implement and grow Stripe’s operations for the next decade.
• This person will cultivate the happiness of their team members while guiding them to be the best they can be, through feedback, coaching, mentoring, and advocacy within the organization.
• This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals.
• To be a fit, you will have a strong operations mindset, be able to move quickly, and be passionate about delivering an incredible user experience. </p>
• <p><strong>Responsibilities</strong></p>
• <ul>
• <li>Recruit, manage, coach, and develop a new team of in-office Operations Associates </li>
• <li>Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact</li>
• <li>Identify gaps in current systems, policies and strategies, and recommend enhancements and process improvements to mitigate risks</li>
• <li>Build a great culture and ensure team members are happy, effective, and growing in their career</li>
• <li>Set clear goals and direction, and provide regular feedback on team members’ performance</li>
• <li>Be data-driven in your analysis of performance, and in your decision making</li>
• </ul>
• <p><strong>Who you are</strong></p>
• <p>We’re looking for someone who meets the minimum requirements to be considered for the role.
• The preferred qualifications are a bonus, not a requirement.</p>
• <p><strong>Minimum requirements</strong></p>
• <li>Experience working cross-functionally with multiple teams to deliver high impact initiatives </li>
• <li>Experience in delivering weekly and monthly business metrics and reporting</li>
• <li>Excellent written and verbal communication skills</li>
• <li>An ability to partner effectively with internal stakeholders</li>
• <li>Background of identifying and remediating quality gaps in team performance</li>
• <li>Passion for process improvement and innovation</li>
• <li>Ability to periodically work a weekend day for which you will receive a weekday off; the SDC operates during daytime hours with shifts from the morning through early evening</li>
• <p><strong>Preferred qualifications </strong></p>
• <li>Experience in building and scaling new teams from zero </li>
• <li>Strong operational background including experience with new process launches and service delivery in a high growth technology company</li>