Technical Operations Manager, Stripe Delivery Center

Job Description

What Youll Do

- As the Technical Operations manager, you will manage a team of Technical Operations associates tasked with supporting Stripes integrations with financial partners, including card networks, banks, local payment methods, and aggregators
- You and your team will be responsible for hands-on investigating and resolving integration issues with partners, reconciling and accounting for billions of dollars moving through the Stripe platform, and supporting internal teams using our payments rails for Stripe products
- The SDC TechOps Team and manager will work at the core of Stripes platform, ensuring the reliability of our financial partner integrations and timely delivery/reconciliation of accurate data between partners and Stripe stakeholders
- You will partner closely with Technical Operations teams and Stripe Engineers to investigate and resolve transaction and data issues between Stripes systems and financial partners to meet predefined SLAs

Team Structure

- You'll lead a team of technical operations associates responsible for driving Stripe-wide enhancements to integration and reconciliation systems
- By leveraging insights and trends, your team will aim to identify and influence key metrics through automation, tooling, and partner improvements
- Additionally, you will oversee a team of analysts who will manage technical product queries and provide resolutions to these technical challenges

You Will

- Recruit, manage, coach, and develop a new team of in-office Tech Ops Associates
- Guide your team to execute efficient, accurate solutions that support our users, banking partners, and engineering teams
- Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact
- Collaborate across the company, including engineering, accounting, financial partnerships and product teams, to analyze and account for billions of dollars moving through the Stripe platform
- Help influence peers / managers and build consensus while dealing with ambiguity
- Drive data and process efficiencies to meet the scale and speed of Stripe
- Build your team formalizing role definitions, defining charter and ownership boundaries and taking a newly formed team into a high-functioning one
- Engage with technical stakeholders and engineers to identify potential new workstreams for the team
- Were Looking For Someone Who Has
- Have 3+ years of people management experience
- 8+ years of experience in managing migration projects, creating Weekly Business Reports, analyzing team metrics to assess efficiency, conducting reconciliation, and performing data quality assessments to enhance reporting efficiency
- Experience managing multiple, concurrent work streams, identifying and triaging technical issues and driving solutions with clear metrics to show impact
- Have strong analytical skills to investigate, prioritize, and identify the root cause of issues
- Operational expertise (measuring/improving manual processes, motivating/engaging an operations team)
- Has experience with technical product support teams and understands the technical backend of products
- Also skilled in leading teams to resolve technical product issues for customers

Nice To Haves

- Payments expertise (working with financial partners, optimizing processing errors, managing payment costs)
- Experience in accounting, FP&A, or financial reporting
- Experience automating or using programmatic approaches to improvising efficiency of manual tasks
- Have experience navigating the nuanced complexity of financial systems and solving large scale, data challenges
- In-office expectations
- Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users
- This expectation may vary depending on role, team and location
- For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office
- Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss
- This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible

Pay and benefits

- 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