Manager, Community Operations
Stripe
Employment Types:
Full-time
Locations:
San Francisco, CA, USA; Remote; Seattle, WA, USA
Posted on:
01/14/2022
As a leader of Community Operations, you’ll work on a team focused on delivering an excellent support experience through social media and community forums — working with users from small businesses and startups to Fortune 500s. You’ll be a part of a growing global team that’s highly collaborative and mutually supportive. You’ll help strategize the community operations function for Stripe and play a key role in growing the team.
Community Ops is a global team that works for users in ways that probably don’t come first to mind. We problem solve with users over social media, work on executive escalations and tighten feedback loops to improve the overall user experience at Stripe. This team engages in Ops-wide and companywide projects and initiatives.
If you are a leader who is passionate about building and developing a high-performing team, designing and scaling a strategy for AMER, and interested in diving into a quickly-growing team and company, we want to hear from you.
You will:
- Develop a strategy that delivers an exceptional Stripe experience to users who reach out to us over social networks (Twitter, Facebook, etc) and structurally prevents those issues from happening again
- Evaluate new social channels where users might reach out and expand our support footprint
- Partner closely with Product, Marketing, PR, Engineering and other Operations, teams to provide actionable insights and drive alignment on joint messaging
- Ensure team members are happy, effective, and growing in their careers and new work experiences
- Prepare executive-level communications, summarizing team goals, metrics, and performance
- Build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements
- Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment
We’re looking for someone who has:
- 10+ years of work experience leading Community Operations teams, inclusive of but not limited to Support Specialists and Program Managers
- Experience in global people management (managers and individual contributors)
- Demonstrated knowledge and expertise of Social Care platforms
- Strong Operational background and / or equivalent experience in scaled environments and a track-record of making data driven decisions
- Experience building and managing relationships with cross-functional partners and stakeholders
- Excellent written and verbal communication skills
- Skill and credibility doing the core work of a user facing team with a high bar for quality, and a willingness to lead by example
- Ability to execute at pace and deliver complex operational projects involving multiple stakeholders
Nice to haves:
- Experience with Khoros
You should include these in your application:
- Your resume and/or LinkedIn profile
