Program Manager, Customer Advocacy & Programs

What you’ll do

As a Program Manager on the Customer Advocacy and Programs team, you’ll lead high-priority, cross-functional initiatives that improve how Stripe listens to, advocates for, and serves its users. Your portfolio may span customer feedback, servicing programs, operating processes, internal capabilities, and other emerging priorities across Customer Success.

You’ll take broadly defined problems from discovery through execution: developing a clear understanding of user and business needs, defining the right approach, aligning stakeholders, building an actionable plan, and driving work through launch, adoption, and iteration. You’ll move fluidly between strategy and hands-on delivery, bringing structure to ambiguity without introducing unnecessary process.

This is a generalist role for someone who can quickly develop context in new areas, identify the most important problems to solve, and mobilize teams around practical solutions. You’ll partner with leaders and frontline teams across Customer Success, Sales, Product, Support, Operations, Data, and other functions. The specific programs you own may evolve as Stripe’s users and organizational priorities change.

Responsibilities

• Lead strategic programs end to end: Own a portfolio of high-priority initiatives from problem definition and strategy through planning, execution, launch, and measurement.
• Turn ambiguity into action: Diagnose complex or loosely defined problems, identify their underlying causes, and translate them into clear objectives, scope, decisions, and workplans.
• Drive cross-functional execution: Align stakeholders around shared outcomes, clarify roles and decision rights, manage dependencies and risks, and maintain momentum across teams with different priorities.
• Represent users and frontline teams: Gather and synthesize qualitative and quantitative insights to understand user needs, frontline friction, and opportunities to improve the customer experience.
• Establish measures of success: Define meaningful program outcomes and leading indicators, build feedback loops, and use evidence to determine what to expand, improve, or stop.
• Communicate with clarity: Produce concise recommendations, decision documents, and leadership updates that surface the most important insights, trade-offs, risks, and actions.

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

• 5+ years of experience in program management, business operations, strategy and operations, consulting, or a related discipline.
• A track record of leading complex, cross-functional programs from an ambiguous starting point through implementation, adoption, and measurable outcomes.
• Strong structured problem-solving skills, with the ability to diagnose problems, synthesize varied inputs, evaluate trade-offs, and develop practical recommendations.
• Demonstrated ability to move between strategy and detailed execution and a willingness to personally drive the work required to deliver results.
• Excellent written and verbal communication skills, with the ability to create clarity for audiences ranging from frontline teams to senior leaders.
• Strong stakeholder management and influencing skills, including experience aligning teams with different incentives, perspectives, or priorities.
• Sound judgment and prioritization skills, particularly when operating with incomplete information or changing business needs.
• A user-oriented approach and the ability to incorporate 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.

Preferred qualifications

• Experience working with go-to-market or other customer-facing organizations.
• Experience leading organizational change and driving adoption of new programs, tools, or ways of working.
• Experience using data and qualitative research to assess problems, prioritize opportunities, and measure program effectiveness.
• Experience partnering with technical teams to deliver tools, automation, or workflow improvements.
• Comfort using AI tools to accelerate research, analysis, communication, or program delivery.
• Prior experience in a high-growth technology, financial services, or payments environment.