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

Stripe’s mission is to increase the GDP of the internet. We build economic infrastructure for internet businesses of every size in pursuit of this mission. Stripe’s products and suite of APIs powers hundreds of thousands of businesses—from SMBs to startups to Fortune 500s—in almost every country around the world. From developers and product managers to founders and CFOs, a broad audience interacts with Stripe’s products and uses them to start, run, and scale their companies.  The User Operations team works directly with users from across the globe. We aim to delight our  users with friendly and personalized support, while gathering feedback to drive improvements to our products.

As Stripe’s user base and global footprint grows dramatically, we are looking for an experienced Vendor Manager who brings both strategic and operational abilities to lead our outsourced support operations for our global vendors. Our vendors provide user support across a number of contact channels such as email, chat and phone, they generate sales and qualify leads, they perform risk reviews and execute a variety of back office functions. You are responsible for overseeing the vendor operations for Stripe across user-facing teams and ensuring that the vendors are delivering world class support experience to our users. You will be working closely with cross-functional leaders and operational teams across our Product Sales Operations, Enablement and Infrastructure teams.

What you’ll do Responsibilities Build and own operational relationships across key partners in User operations, external vendors and Internal teams Hold Stripe’s external partners and internal stakeholders accountable for performance and contractual commitments Own the management of vendor sites including contracts and commercials, staffing and delivery of required inputs from the vendors. You will be responsible for working with the vendor and internal teams for enablement of the sites  Lead Business Reviews and actions with vendors to drive KPI performance. Be directly accountable for maintaining metrics and analysis of vendor performance, and provide regular reporting on performance. Deep dive and improve workflow management, workforce management practices at the vendor site(s) and ensure optimal practices for adherence to Stripe defined workflows Be an expert on Stripe products. Act as an onsite coach and key bridge between external partners and internal Stripe team to deliver measurable process improvements.  Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment. 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 At least 10+ years of direct Vendor management experience and 5+ years of people management experience Experience leading vendor operations teams (preferably in high-growth technology companies). Excellent written and verbal communication skills.  Strong operational background and a track-record of making data driven decisions. Ability to write simple queries and run data analysis on tableau, SQL or equivalent An ability to execute on and deliver complex operational projects involving multiple stakeholders. Preferred qualifications You enjoy managing large cross-functional and global projects. You enjoy doing whatever it takes to execute on complex initiatives, and have a track record for taking projects from conception to launch. You have a knack for working well with a wide range of people across internal teams and external vendors. You are action-oriented, with strong organization skills and attention to detail. You enjoy working amidst high ambiguity, and do whatever it takes to execute on complex projects You excel in analytical thinking and problem solving, and use first-principles thinking and data to structure strategic recommendations