Program Manager, User Experience Assurance

Who we areAbout 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

User Experience Assurance is a new team at Stripe focused on evaluating and improving user experiences across all of Stripe’s products. This team evaluates, measures, and tracks the experience quality of Stripe’s user journeys. You will work closely with product teams to ensure that Stripe products meet or exceed our high quality bar. In addition, the UXA team works in partnership with product teams to define, maintain, and evolve essential journeys so that we capture the full set of users, roles, and tasks most important to a successful Stripe experience.

What you’ll do

The Program Manager for User Experience Assurance team will lead day-to-day operations of Stripe’s product quality programs. This position requires a seasoned program manager who can navigate complex programs, collaborate closely with product teams, and drive process improvements for evaluating Stripe’s user journeys.

Responsibilities

• Lead product quality programs for the User Experience Assurance team. Develop and implement processes and resources to support how we deliver high-quality user experiences and collaborate with product teams. Work with the Head of UXA to define and establish user experience assurance standards, methodologies, and processes to be integrated seamlessly into the product development process.
• Manage the Implementation Review and Essential Journey programs, which evaluate product quality pre-launch and in our live products. Work with stakeholders across Stripe to ensure that these programs run smoothly and meet their intended objectives.
• Seek ways to improve how programs operate and increase the impact they have on product quality.
• Evaluate and establish key business metrics and KPIs to measure the quality and health of Stripe’s user experiences. Provide consistent reporting and visibility to product teams and leaders, while proactively highlighting areas of risks and opportunity.
• Continuously seek to improve our operational model and processes (e.g. automating tasks, improving workflows, developing repeatable methodologies) and measure impact along the way.
• Partner with UXA team leaders to balance competing priorities and maximize team resources to quickly execute on top priorities. Play a leading role in team planning and progress reports.
• Identify and predict potential obstacles and risks to key programs; seek to implement solutions and problem solve effectively and implement decision making frameworks to drive swift resolutions.
• Source and evaluate vendors when needed. Interface with legal, security, and procurement teams to onboard and pay vendors, including facilitating statements of work and negotiating business terms and budget.

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

• Has 5+ years of experience in design thinking, product design, user experience, program management, or design strategy and experience partnering with design and product teams
• Worked as a Program Manager of a Design, UX/Product Design, Product, or Engineering team
• Experience partnering closely with engineers, designers, product managers, and business areas to build surprisingly great products
• Able to grasp and distill ambiguous and complex issues and translate them into clean, focused, understandable and systematic solutions
• Has developed or improved processes or systems and worked with internal stakeholders such as product, marketing, legal, finance, and IT
• Strong written and verbal communication skills with a talent for precise articulations of user and customer problems
• Thrive in and encourage collaborative work environments while not hesitating to own, define, and deliver on complex and ambiguous tasks, projects, and programs

Preferred qualifications

• Sees opportunities where other people see chaos
• Has a track record of building and executing programs from scratch and measuring their impact
• Relentless focus on users and solving for their needs and wants
• Confident and comfortable presenting to different types of audiences, large and small
• Adept at communicating technically complicated topics simply and elegantly