Product Lead, Support Experience at Stripe (Seattle Washington, United States)
Stripe· Seattle Washington, United States·
Job description
About Stripe
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
The Support Experience group develops and applies technology at all points of the user support journey to solve customer problems at scale, keeping millions of business running and unlocking growth across Stripe’s product suite.
What you’ll do
As a Product Lead for Support Experience, you will be devising strategy, developing product requirements, and driving execution for critical initiatives that create a world-class support experience for all of Stripe’s customers and users. You’ll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like.
You’ll be leading and growing a team of experienced Product Managers who have a track record of delivering high-impact products that elevate the support experience for Stripe’s users and our user-facing support teams. Support is a high-visibility area at Stripe, and you’ll need to be comfortable orienting company leadership around your goals.
Responsibilities
- Own and drive the product roadmap for the future of conversational AI and human support at Stripe
- Shape strategy, steer product requirements, and hold a high bar for the execution of high-impact initiatives that impact key segments and top customers.
- Partner with Stripe’s AI teams to unlock opportunities for serving users more effectively
- Build strong relationships with senior leaders across Operations to continually uplevel our human support functions
- Grow and coach a global team of PMs in building systems and platforms for conversational and human agents.
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.
Minimum requirements
Our ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills, and have the desire to create something new
- 3+ years of managing product managers, 8+ years as a product manager
- Deep user empathy and a high bar for user experience
- Experience developing a multi-year vision, strategy and roadmap for large scale products
- Experience hiring, managing, and building high-performing customer-focused Product Management teams in multiple continents
- Experience leading cross-team initiatives from ideation to execution
- Technical expertise: You’ve led technical products and/or have a background in computer science (or similar)
- Strong written and verbal communication skills
Why work at Stripe
- Culture: “Intense and kind” – high expectations paired with a supportive, transparent environment. Weekly all‑hands with senior leaders; decisions based on idea quality, not seniority stripe.com.
- Growth & Ownership: “Promotions are tied to demonstrated impact, not tenure.” Employees get substantial responsibility early, often working outside their domain stripe.com.
- Work Model: Hybrid/remote‑friendly – two main HQs (San Francisco & Dublin) plus 25+ offices, and many Stripes work from home or coworking spaces stripe.com.
- Benefits: Comprehensive medical, mental health, financial advisory, family planning, and parental leave. Education team provides onboarding and ongoing expert‑led courses stripe.com.
- Diversity & Inclusion: Employee‑created resource groups (Stripe Communities), accommodations for disabilities, and a commitment to equal opportunity stripe.com.