Support Enablement Program Manager

October 30

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Stripe

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💰 Venture Round on 2021-05

Description

•Dive into the heart of Stripe's digital presence as a trailblazing program manager in our social media care team within our global Support Operations organization. •This pivotal role will shape a seamless support experience for our diverse user base across multiple platforms. •The ideal candidate is passionate about innovating and scaling support, adept at simplifying complex processes, experienced in developing tech-driven solutions, and thrives in a dynamic, multicultural environment. •You’ll influence stakeholders, adapt processes, and build solutions to deliver world-class social media support. •Your expertise will elevate our service standards and reinforce Stripe's reputation for exceptional customer care in the digital age.

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.