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Strategic Programs Lead - User Communications, Advocacy & Escalations

Stripe
26 days ago
Full-time
Remote
Worldwide
Remote Operations

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 Risk Operations Enablement team sits within the Risk Operations org and is responsible for partnering across Risk teams. Our mission is to enable users to seamlessly meet evolving compliance standards in a complex regulatory environment. More specifically, our team focuses on Program Management, Communications, User Escalations, User Advocacy, and GTM Engagement. As an enablement function, we work with many stakeholders including Operations, Product, Eng, GTM, and others. If you’re the type of person who enjoys working on high impact projects on a global scale, running programs from end to end, and advocating for users – you’ll love this role. Note: We do not require prior experience in Risk or Compliance to be considered for this role.

The Strategic Programs Lead, Communications, Advocacy, and Escalations sits within the Risk Operations Enablement team and serves as a key driver of Stripe’s readiness and execution for large-scale risk and regulatory initiatives. You will be expected to help define milestones and how to communicate those milestones to our users from end-to-end program management to tactical email content reviews.

What you’ll do

Responsibilities

  • Customer Engagement and Escalation Support
    • Drive execution of user-facing work for regulatory programs, compliance requirements, and major risk initiatives impacting Stripe’s largest users
    • Handle escalations and directly engage with user executives when required to explain timelines, decisions, and next steps
    • Conduct retrospectives and synthesize learnings to continuously raise the bar on execution
  • User Communications 
    • Define internal team and external user engagement strategy across our global roadmap
    • Align on key moments and milestones and how we will communicate them
    • Program manage multiple user communications in the pipeline simultan