Complaints Program Manager

3 days ago

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Stripe

WebsiteLinkedInAll Job Openings

1001 - 5000

💰 Venture Round on 2021-05

Description

• The Complaints Operations team is seeking a program manager who will help us execute on our regulatory requirements, specifically in the growing AMER region. • This person will play a key role within our platform ecosystem, ensuring our Connect platforms are in compliance and managing the timely remediation of issues within Connect. • The main intent of this role is to improve our operational maturity while also improving the user experience for our users, driving faster and more effective resolution. • Manage complaints programs end to end to ensure regulatory readiness and compliance and audit adherence. • Lead our platform specific Complaints program, driving enforcement, monitoring and resolution. • Continuously improve user-facing workflows to ensure operational streamlining for existing and new laws and regulations. • Review and identify gaps and quality issues in our global complaint handling processes. • Build expertise across a breadth of Stripe’s products and users through an understanding of the Complaints trends and user needs. • Leverage your deep regulatory expertise to collaborate with internal partners and users in complex user conversations. • Work closely with Stripe’s Compliance and Legal teams to fulfill user requests. • Be a strong advocate for regulatory operations while working with product, engineering, and other internal partners.

Requirements

• Has 3+ years of demonstrated project management skills and a proven track record for operationalizing and scaling cross-functional organization-wide programs from the ground up • Has excellent collaboration, communication, and relationship building skills and the ability to convey complex ideas succinctly to all audiences • Has an analytical approach to decision-making. You are meticulous, objective and skilled at using metrics to drive decisions • Has demonstrated experience and interest in regulatory operations. You have experience with complaints specific programs and US consumer protection laws. • Has experience in fast-paced, high-growth environments and can manage several tasks in tight timelines and can manage shifting priorities • Has strong research skills; able to analyze complex problems in order to identify root cause and trends; able to document complex narratives in a simplified way which are easy for others to use • Is confident making decisive judgment calls in the absence of fully complete information • Is comfortable working independently and collaborating with a distributed team • Is excited to build resources to help other Stripes understand these complex topics