Vendor Manager, Risk 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

We are looking for someone who is passionate about risk mitigation, preferably within e-commerce or payments, and who possesses a deep understanding of Vendor and Outsourced Operations Management. As a Risk Ops vendor manager, you will design and deliver incredible user experiences in collaboration with our cross-functional partners. You will set clear goals and directions, and provide regular feedback on vendor’s  performance against their KPIs. You will support vendor contracts and negotiations and hold the vendor accountable to high standards of performance by defining the KPIs and monitoring those metrics. You will also lead cross-functional programs across Risk vendor operations to help Stripe achieve even greater levels of reliability. By working closely with our vendor partners, we ensure they consistently deliver a superior user experience to Stripe’s users.

What you’ll do

As Stripe’s user base and global footprint grows dramatically, we are looking for an experienced Vendor manager who brings both strategic and operational abilities to lead our outsourced support operations. Our vendors provide user support across a number of contact channels such as email, chat and phone, they generate sales and qualify leads, they perform risk reviews and execute a variety of back office functions. You are responsible for overseeing the vendor operations for Stripe across user-facing teams and ensuring that the vendors are delivering world class support experience to our users. You will be working closely with cross-functional leaders and operational teams across our Product Sales Operations, Enablement and Infrastructure teams.

Responsibilities

• Build and own operational relationships across key partners in user operations, external vendors and internal teams


• Hold Stripe’s external partners and internal stakeholders accountable for performance and contractual commitments


• Own the management of vendor sites staffing and delivery of required inputs from the vendors. You will be responsible for working with the vendor and internal teams for enablement of the sites 


• Lead Business Reviews and actions with vendors to drive KPI performance. Be directly accountable for maintaining metrics and analysis of vendor performance, and provide regular reporting on performance.


• Deep dive and improve workflow management, workforce management practices at the vendor site(s) and ensure optimal practices for adherence to Stripe defined workflows


• Be an expert on Stripe products. Act as an onsite coach and key bridge between external partners and internal Stripe team to deliver measurable process improvements. 


• Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment.

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

• At least 5+ years of direct vendor management experience within a BPO environment


• Experience leading vendor operations teams responsible for technical customer support, ideally in high-growth tech companies or startups.


• Excellent written and verbal communication skills. 


• Strong operational background and a track-record of making data driven decisions. Ability to write simple queries and run data analysis on tableau, SQL or equivalent


• An ability to execute on and deliver complex operational projects involving multiple stakeholders.

Preferred qualifications

• You enjoy managing large cross-functional and global projects.


• You enjoy doing whatever it takes to execute on complex initiatives, and have a track record for taking projects from conception to launch.


• You have a knack for working well with a wide range of people across internal teams and external vendors.


• You are action-oriented, with strong organization skills and attention to detail.


• You enjoy working amidst high ambiguity, and do whatever it takes to execute on complex projects


• You excel in analytical thinking and problem solving, and use first-principles thinking and data to structure strategic recommendations