Complaints Program Manager, Regulatory

$122,200 - $183,300/Yr

Stripe - Seattle, WA

Full-time

Remote - Seattle, WA

Credit Intermediation and Related Activities

About the position

The Complaints Program Manager will oversee the Complaints Operations team at Stripe, focusing on regulatory compliance and the effective management of user complaints. This role is crucial for ensuring that Stripe adheres to global and local laws, particularly in the AMER region, while enhancing operational maturity and user experience.

Responsibilities

• Manage complaints programs end to end to ensure regulatory readiness and compliance and audit adherence
• Lead our platform specific Complaints program, driving enforcement, monitoring and resolution
• Continuously improve user-facing workflows to ensure operational streamlining for existing and new laws and regulations
• Review and identify gaps and quality issues in our global complaint handling processes
• Build expertise across a breadth of Stripe's products and users through an understanding of the Complaints trends and user needs
• Leverage your deep regulatory expertise to collaborate with internal partners and users in complex user conversations
• Work closely with Stripe's Compliance and Legal teams to fulfill user requests
• Be a strong advocate for regulatory operations while working with product, engineering, and other internal partners

Requirements

• 5+ years of demonstrated project management skills and a proven track record for operationalizing and scaling cross-functional organization-wide programs from the ground up
• Excellent collaboration, communication, and relationship building skills with the ability to convey complex ideas succinctly to all audiences
• Analytical approach to decision-making, meticulous and skilled at using metrics to drive decisions
• Demonstrated experience and interest in regulatory operations, specifically with complaints programs and US consumer protection laws
• Experience in fast-paced, high-growth environments, managing several tasks in tight timelines and shifting priorities

Nice-to-haves

• Strong research skills; able to analyze complex problems to identify root causes and trends
• Confident in making decisive judgment calls in the absence of complete information
• Comfortable working independently and collaborating with a distributed team
• Excited to build resources to help others understand complex topics

Benefits

• Equity
• Company bonus or sales commissions/bonuses
• 401(k) plan
• Medical, dental, and vision benefits
• Wellness stipends