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 As Stripe’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. We strive to deliver frictionless experiences for all of our users, whether they are an Independent Business, Startup, SMB, or Enterprise and our mission is to provide all Stripe Users with the best support experience possible. WHAT YOU’LL DO You will manage a team of Associates. You will act in a player-coach capacity and are accountable for supporting associates in delivering against target set goals and mentoring in subject matter expertise. RESPONSIBILITIES * Ongoing management of the operational performance of your team to deliver KPIs * Manage capacity and scheduling, dividing and assigning work between team members * Ensuring your team has all the skills and resources needed to be successful in their role * Setting clear goals and expectations for individual and team performance * Foster a culture of continuous improvement to refine team processes and procedures * Support recruitment and hiring initiatives * Coach and mentor individuals for career progression via structured career development conversations * Provide continuous performance feedback and facilitate periodic formal performance reviews * Drive and own initiatives that make the team a warm and welcoming place to work * Implement process improvements that enhance team productivity, reduce manual effort, and improve user experience 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 * 3+ years experience leading operations teams * Excellent interpersonal and communications skills * Exemplary planning and time management skills * Proven ability to collaborate effectively with multiple, cross-functional stakeholders to achieve results * Previous experience mentoring others and are able to constructively provide feedback to others * Ability to motivate the team and keep them engaged in an otherwise structured process * Proven ability to be subject matter experts in the relevant line of business * Previous experience in a team lead or people management role * Prior experience in customer service or internal/external user-facing operations PREFERRED QUALIFICATIONS * Uses data to set priorities, track progress, and spot trends before they become problems. Comfortable building or maintaining dashboards and interpreting operational metrics * Brings numbers into conversations naturally and grounding decisions in evidence and making tradeoffs visible, not just reporting what the data says