- Respond to incoming emails from Stripe executives and provide concise, relevant, executive level updates on a regular basis during regular business hours Monday through Friday
- Communicate directly with users to solve the most painful problems, via phone and email
- Drive fast resolution and demonstrate extreme ownership in solving users issues completely
- Conduct thorough, data-driven root causes analyses of escalations, and work with partner teams to validate findings
- Collaborate with partner teams to identify remediations to address root causes of escalations and drive change from a users' first mentality
- Challenge the status quo, identifying how and where Stripe needs to improve to better serve users.
- Help build this team and process from the ground up
- Build relationships with partner teams and drive accountability for completion of remediations
- Understand and help influence the relevant product roadmaps that will address the most frequent issues that are escalated to executives
- Knowledge of Stripe's products, processes and tooling. Experience with risk is a plus.
- Experience leading multiple concurrent projects
- Analytical rigor and the ability to use data to inform decisions; comfort with SQL is a plus
- The ability to navigate Stripe's org and work cross functionally with SMEs
- Sound judgment and impeccable attention to detail
- Deep sense of customer care and users-first perspective
- Unflappable, exothermic energy under pressure
- Comfort with ambiguity and a proven ability to create order out of chaos by building lightweight processes that help the team run better and deliver a better user experience
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Executive Escalations Program Manager - Dublin, Ireland - Stripe
Description
Who we are
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 Executive Customer Relations team exists within Operations to help address the most escalated user issues. This team responds to users who have sent their issue or concerns to an executive at Stripe. We own the resolution of the immediate issue at hand, as well as ensuring that the factors that led to the escalation are addressed and remediated.
Ultimately, these cases often shine a light on points of failures within Stripe, and the ECR team has the opportunity to create transformative user experiences, while also helping edit Stripe to rectify the structural issues that resulted in the escalation in the first place.
This is a high visibility, high impact role, with the responsibility to lead a team and program who works with execs, users and cross functional stakeholders, all while helping drive operational excellence and outstanding user experience.
What you'll do
Responsibilities
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
Hybrid work at Stripe
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.Pay and benefits
The annual salary range for this role in the primary location is €62,200 - €93,200. This range may change if you are hired in another location. For sales roles, the range provided is the role's On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.
Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant's location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.
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