Product Manager, Support Products - Support Experience

Who you are

You have 5+ years of relevant product management experience, demonstrating a strong ability to craft a vision and strategy while driving the roadmap toward it. Your background in computer science or equivalent technical skills equips you with the analytical abilities necessary to interpret metrics effectively. You possess a deep empathy for users, understanding their needs and challenges, which informs your decision-making process. Your experience allows you to motivate product teams to enhance product quality and user satisfaction. You are adept at building systems that facilitate repeatable problem-solving for both users and support teams, ensuring a seamless support experience. Your strong analytical skills enable you to create observability across inbound and outbound support volume, identifying high-impact drivers of poor experiences.

Desirable

Preferred qualifications include software engineering experience or a computer science or engineering degree, which would further enhance your ability to communicate effectively with technical teams and stakeholders. You are comfortable working with data and metrics, allowing you to drive significant increases in product quality across the company by leveraging support data.

What you'll do

As a Product Manager on the Support Experience team, you will be responsible for defining the strategy for Consumer Support, focusing on solving problems for a fast-growing segment at Stripe. You will tackle this space from multiple angles, motivating product teams to understand and improve product quality while building systems that allow for repeatable problem-solving. Your role will involve creating observability across support interactions to identify and address the high-impact drivers of poor user experiences. You will work closely with cross-functional teams to build flywheels that leverage internal and external systems, continuously improving how problems are resolved and products are built. Your responsibilities will include driving significant increases in product quality across the company by utilizing support data effectively. You will collaborate with various stakeholders to ensure that the support experience aligns with the overall product strategy and user needs.

What we offer

At Stripe, you will have the opportunity to work in a dynamic environment where your contributions directly impact the user support journey. You will be part of a team that values innovation and collaboration, allowing you to grow professionally while making a meaningful difference in the financial infrastructure landscape. We encourage you to apply even if your experience doesn't match every requirement, as we believe diverse teams build better products. Join us in our mission to increase the GDP of the internet and help businesses thrive globally.