StripeProduct Lead, Support Experience
Stripe is hiring a Product Lead, Support Experience in Seattle, United States. Level rates it ; you can apply on Stripe.
Level's read on this job
- Level rates this role Works on AI ●●●○: the daily work is on AI products, without building the model.
- Tools and skills the posting cites include product management, conversational AI and leadership.
- Level classifies it as a lead role.
- Level lists 720 other open roles at Stripe.
AI in this role
Lead product strategy and execution for conversational AI and human support systems at Stripe.
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 Support Experience group develops and applies technology at all points of the user support journey to solve customer problems at scale, keeping millions of business running and unlocking growth across Stripe’s product suite.
What you’ll do
As a Product Lead for Support Experience, you will be devising strategy, developing product requirements, and driving execution for critical initiatives that create a world-class support experience for all of Stripe’s customers and users. You’ll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like.
You’ll be leading and growing a team of experienced Product Managers who have a track record of delivering high-impact products that elevate the support experience for Stripe’s users and our user-facing support teams. Support is a high-visibility area at Stripe, and you’ll need to be comfortable orienting company leadership around your goals.
Responsibilities
- Own and drive the product roadmap for the future of conversational AI and human support at Stripe
- Shape strategy, steer product requirements, and hold a high bar for the execution of high-impact initiatives that impact key segments and top customers.
- Partner with Stripe’s AI teams to unlock opportunities for serving users more effectively
- Build strong relationships with senior leaders across Operations to continually uplevel our human support functions
- Grow and coach a global team of PMs in building systems and platforms for conversational and human agents.
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
Our ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills, and have the desire to create something new
- 3+ years of managing product managers, 8+ years as a product manager
- Deep user empathy and a high bar for user experience
- Experience developing a multi-year vision, strategy and roadmap for large scale products
- Experience hiring, managing, and building high-performing customer-focused Product Management teams in multiple continents
- Experience leading cross-team initiatives from ideation to execution
- Technical expertise: You’ve led technical products and/or have a background in computer science (or similar)
- Strong written and verbal communication skills
How we rate this
Product Lead, Support Experience at Stripe rates 65 out of 100 for how much of the daily work is AI. That makes it Works on AI (AI Level 3 of 4). The level is about AI in the job, not seniority.
Works on AI. The daily work is on AI products, without building the model.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where product management was part of your work. What did you do?
- Tell me about a project where conversational ai was part of your work. What did you do?
- Tell me about a project where leadership was part of your work. What did you do?
- Tell me about a project where strategy was part of your work. What did you do?
- Describe a typical day in a role like this one: which parts run through AI directly?
Adapt your resume
- List these exact terms on your resume: Product Management, Conversational AI, Leadership, and Strategy. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
- Show where AI is part of your daily process, not a one-off project. This role expects it to be a running habit.
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