Program Manager, Customer Advocacy – Programs
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Job Description
Program Manager leading Stripe customer advocacy and cross-functional programs. Turning user feedback and ambiguous problems into measurable improvements for Stripe’s financial infrastructure platform.
Responsibilities:
- Lead high-priority, cross-functional initiatives improving how Stripe listens to, advocates for, and serves users
- Own strategic programs end to end from problem definition and strategy through planning, execution, launch, and measurement
- Diagnose complex or loosely defined problems and translate them into clear objectives, scope, decisions, and workplans
- Align stakeholders around shared outcomes, clarify roles and decision rights, manage dependencies and risks, and maintain momentum across teams
- Gather and synthesize qualitative and quantitative insights on user needs, frontline friction, and customer-experience opportunities
- Define program outcomes and leading indicators, build feedback loops, and use evidence to guide program decisions
- Produce recommendations, decision documents, and leadership updates
- Partner with Customer Success, Sales, Product, Support, Operations, Data, and other functions
Requirements:
- 5+ years of experience in program management, business operations, strategy and operations, consulting, or a related discipline
- Track record of leading complex, cross-functional programs from an ambiguous starting point through implementation, adoption, and measurable outcomes
- Strong structured problem-solving skills, including diagnosing problems, synthesizing varied inputs, evaluating trade-offs, and developing practical recommendations
- Ability to move between strategy and detailed execution and personally drive work required to deliver results
- Excellent written and verbal communication skills
- Strong stakeholder management and influencing skills
- Sound judgment and prioritization skills when operating with incomplete information or changing business needs
- User-oriented approach incorporating customer and frontline perspectives into program design and decision making
- High adaptability and comfort developing expertise quickly across unfamiliar or evolving problem areas
- High degree of comfort with AI tools
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