Social Support Enablement Program Manager

$122,200 - $183,300/Yr

Stripe - New York, NY

Full-time - Mid Level

Remote - New York, NY

Credit Intermediation and Related Activities

About the position

The Social Support Enablement Program Manager at Stripe will play a crucial role in enhancing the customer support experience through social media channels. This position involves innovating and scaling support processes, simplifying complex workflows, and developing tech-driven solutions to improve user engagement and operational efficiency. The manager will work closely with various stakeholders to implement strategies that align with Stripe's mission of providing exceptional customer care in the digital age.

Responsibilities

• Orchestrate cutting-edge social media monitoring, addressing user concerns and preventing escalations through proactive engagement.
• Defuse potential social media firestorms, safeguarding Stripe's reputation through pre-established relationships and coordinated internal communication.
• Decode and leverage social trends to enhance user engagement and operational efficiency, sharing insights with cross-functional teams to implement friction-reducing solutions for users.
• Architect and launch global, game-changing social care strategies aligned with broader Support Operations objectives that enhance long-term organizational efficiency.
• Seamlessly blend social care experiences with traditional support channels to ensure consistent, high-quality user interactions.
• Collaborate with CO leadership to drive key performance indicators, including response times, resolution rates, and user satisfaction scores.
• Ignite the potential of frontline team members, and foster team accountability through data-driven feedback.
• Spearhead revolutionary simplification and automation projects, balancing implementation effort with user and associate impact.
• Facilitate clear communication across various roles and functions, delivering compelling narratives to senior leadership.
• Employ data-driven analysis for program performance evaluation and decision-making processes.
• Transmit and foster our values, serving as a beacon of Stripe's user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment.
• Aid the organization's growth efforts through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements.

Requirements

• 7+ years of program management experience in business strategy or customer support operations, preferably in social care, customer care, or executive-level escalation support.
• Demonstrated success in driving large-scale improvement initiatives and cross-functional collaboration.
• In-depth knowledge of social platforms, analytics tools, trends, and social care best practices.
• Exceptional communication skills with the ability to manage high-pressure situations and deliver compelling narratives to stakeholders.
• Strong problem-solving skills and customer-centric attitude, balancing short-term response with long-term operational strategy.
• Ability to effectively manage multiple tasks, prioritize in a fast-paced environment, and work autonomously.

Nice-to-haves

• Advanced knowledge of enterprise social media management platforms (e.g., Khoros, Sprinklr, Hootsuite, Sprout Social), including administrative management and configuration.
• Proven track record of generating innovative, user-focused content ideas and building user-to-user communities to enhance support and drive product adoption.
• Technical proficiency, including SQL, Tableau, API usage, and comfort with troubleshooting.
• Prior experience leading a frontline support operations team.
• Familiarity with the FinTech industry and demonstrated passion for learning new technical products and features.

Benefits

• Equity
• Company bonus or sales commissions/bonuses
• 401(k) plan
• Medical benefits
• Dental benefits
• Vision benefits
• Wellness stipends