Partner Products Operations Program Manager

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 Global Partner Products team is responsible for products that support Stripe and partner engagement, including Stripe-owned integrations with partners, our partner portal and our partner directory. Stripe’s goal of building a flexible, customizable and extensible multi-product platform depends on partners. Our Partner Program and portal supports scaled partner efforts across multiple partner types - including systems integrators, payment method partners, app developers and more - using a common set of commercial models, tools and processes. Apps by Stripe are packaged integrations between Stripe and leading Ecommerce, CRM, ERP and POS/PMS technologies. Apps help our customers incorporate Stripe products into their workflows with faster time-to-implementation, while adding value to their Stripe implementation. The Apps by Stripe team prioritizes, builds and manages apps based on market factors, customer pipeline and Stripe product strategy.

What you’ll do

We are looking for an Operations Lead to join our team to develop and improve systems that help us scale and drive impact. We are looking for someone who is innately curious and ready to dig deep into operational and performance processes, systems, and data to assess current performance, identify improvement opportunities, and provide fact-based insights that enable us to improve our impact. We are looking for a self-starter who is passionate about their work, detail oriented, analytical and has demonstrated success dealing with ambiguity in a high-growth environment, and solving problems with limited oversight. 

Responsibilities

• Develop, track and report on Partner Product KPIs to drive data-driven insight and recommendations
• Develop, track and report on CRM metrics to provide insights in collaboration with Data Science
• Ensure reliable data flows and tracking between systems, e.g. CRM and partner portal, to support proper reporting 
• Steward partner quality, ensuring that partners meet our Stripe Partner Ecosystem bar and we are connecting users with the partners that help them achieve their goals
• Advise on partner taxonomy and collaborate with teams on partner requirements and offboarding criteria. Proactively resolve data quality, process, and policy adherence issues
• Manage our outside support teams and iterate on processes to ensure a positive partner experience. Establish new processes, ensure knowledge banks are accurate, track and optimize response time and effectiveness across Partner Products
• Champion cross-functional alignment ensuring internal stakeholders can take advantage of shared products and services
• Manage budget tracking, payments and contracts for contractors that support Partner Products. Onboard/off-board contractors, provision laptops and manage permissions
• Review monthly invoices and ensure positive ROI with contractor spend and flags areas for optimization (monthly reconciliation w/Finance)
• Execute the actual MDF payouts with User Billing

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

• 7+ years of partner or operations experience in a similar industry
• Ability to analyze data, draw conclusions and make recommendations based on trends and signals
• Experience being a business partner with cross-functional teams
• Familiarity with Salesforce, preferably CRM, PRM and/or Service Cloud
• Understanding of partner ecosystems and ecosystem trends
• A passion for understanding systems of work and how to improve them through transformative and iterative approaches
• Strong problem solving and analytical ability, with a track record of “test & learn” demeanor
• Ability to multi-task and work in cross-functional, fast-paced environments with the pressure of multiple deadlines, multiple partners / vendors, and complexity
• Experience and desire for working in a start-up environment, developing business infrastructure, and energetically scaling a high-growth business

Preferred qualifications

• Prior experience at a growth stage internet or software company
• Experience working with partner support teams and / or partner tools like a PRM