Community Operations Program Manager

October 26, 2024

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Stripe

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💰 Venture Round on 2021-05

Description

• Stripe is a financial infrastructure platform for businesses with a mission to increase the GDP of the internet. • The Community Operations team is revolutionizing social media customer support in the fintech industry. • The role involves orchestrating social media monitoring, defusing potential firestorms, and enhancing operational efficiency. • Requires collaborating with leadership to drive performance indicators and igniting potential in frontline team members.

Requirements

• 7+ years of program management experience in business strategy or customer support operations, preferably in social care, customer care, or executive-level escalation support. • Demonstrated success in driving large-scale improvement initiatives and cross-functional collaboration. • In-depth knowledge of social platforms, analytics tools, trends, and social care best practices. • Exceptional communication skills with the ability to manage high-pressure situations and deliver compelling narratives to stakeholders. • Strong problem-solving skills and customer-centric attitude, balancing short-term response with long-term operational strategy. • Ability to effectively manage multiple tasks, prioritize in a fast-paced environment, and work autonomously. • Advanced knowledge of enterprise social media management platforms (e.g., Khoros, Sprinklr, Hootsuite, Sprout Social), including administrative management and configuration. • Proven track record of generating innovative, user-focused content ideas and building user-to-user communities to enhance support and drive product adoption. • Technical proficiency, including SQL, Tableau, API usage, and comfort with troubleshooting. • Prior experience leading a frontline support operations team. • Familiarity with the FinTech industry and demonstrated passion for learning new technical products and features.