Operations Manager, Business Intelligence

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. 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.

About the team

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. The Stripe Delivery Center (SDC) will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support these scale needs.

What you’ll do

As the Operations Manager, Business Intelligence you will manage a team of technical operations and data analysts charged with maintaining payments performance for Stripe’s largest users. 

Your team will broadly be responsible for payments performance monitoring (triaging, investigating and responding to detected regressions), product support for payments optimization products, and engagement with users and other teams at Stripe to help ensure our users are maximizing their acceptance rates, and minimizing their costs and fraud. 

Analysts on your team will work at the core of Stripe's platform, ensuring the reliability of our payments stack and the health of the broader ecosystem. You will cultivate the happiness of your 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.

Responsibilities

• Recruit, manage, coach, and develop a new team of in-office Payments Conversion Operations Associates
• Build your group into a data-driven team with strong analytical and SQL skills, a deep understanding of the ins and outs of payments, and the ability to work with users and financial partners to resolve problems
• Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact
• Collaborate across the company, including account management, engineering, financial partnerships and product teams, to analyze and debug payment processing through the Stripe platform
• Develop on your team - formalizing role definitions, defining charter and ownership boundaries and taking a newly formed team into a high-functioning one
• Build a great culture and ensure team members are happy, effective, and growing in their career
• Set clear goals and direction, and provide regular feedback on team members’ performance

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

• At least 5+ years of people management experience 
• 8+ years of experience with data, including data analysis and investigations, A/B experimentation, data quality assessment, and/or data and reporting efficiency
• Experience managing multiple, concurrent work streams, identifying and triaging technical issues and driving solutions with clear metrics to show impact
• Strong customer service focus, with the ability to communicate and build relationships with technical and non-technical teams across internal and external stakeholders (including external financial partners and vendors)
• Excellent analytical skills to investigate, prioritize, and identify the root cause of issues
• Operational expertise (measuring/improving manual processes, motivating/engaging an operations team)
• Experience working cross-functionally with global teams to deliver high impact initiatives
• Experience in delivering weekly and monthly business metrics and reporting
• Excellent written and verbal communication skills in both English and Spanish

Preferred qualifications

• Payments expertise (working with financial partners, optimizing processing errors, managing payment costs)
• Experience operating in a high growth technology company

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

Stripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally.

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.