Program Manager, User Onboarding

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 teamAs Stripe continues to develop innovative products that serve businesses of all sizes around the world, risk will increase in complexity and scale. The Onboarding and Compliance Strategy organization protects and advances Stripe’s business, brand, and mission by building and deploying industry-leading policies and programs that instill user, regulator, and partner trust in Stripe while enabling business growth. The User Onboarding Program Manager will design strategies and projects and manage programs to achieve Stripe’s goals relating to user compliance.What you’ll doAs the User Onboarding Program Manager, you will have a deep understanding of Stripe’s onboarding and compliance policies, systems, and controls, which include areas such as Know Your Customer (KYC), Know Your Business (KYB), and Financial Crimes / Anti-Money Laundering (AML). You will develop and maintain a prioritized list of improvements and successfully influence Policy, Product, Engineering, and Operations teams to implement changes. This role will play a critical part in improving Stripe customers’ onboarding experience and fostering user trust throughout the customer lifecycle.We are looking for someone who is passionate about navigating ambiguity, enabling business growth while balancing risk, and is skilled at identifying ways to improve user experience, as well as someone who has deep expertise in regulatory compliance.ResponsibilitiesIdentify opportunities to optimize the onboarding experience to maximize conversions while maintaining regulatory compliance and risk mitigation measures.Partner with key stakeholder teams (e.g., Product, Engineering, and Operations) to define the strategy, vision and roadmap user onboarding and compliance end-to-end to meet evolving business needs.Evolve onboarding risk from a project-oriented to a programmatic approach. Define and monitor key program metrics, and deliver reporting that surfaces user insights and improvement opportunities.Collaborate with cross-functional teams to shape user experiences throughout their journey, including user onboarding, ensuring our products evolve to meet both business needs and the emerging requirements of risk and compliance (Know Your Customer, Anti-Money Laundering)—always with a user-first mindset.Establish scalable flywheel mechanisms to proactively identify challenges and opportunities in policies, processes and performance and drive plans to address them to improve the user trust framework.Analyze onboarding and compliance data and performance metrics to identify areas for improvement and enhancements to reduce friction.Execute special projects/ad hoc analyses, as initiatives, products, risks, and opportunities evolve.Who you areWe're looking for someone who is passionate about user experience and process optimization that meets the minimum requirements for this role. If you meet these requirements, you are encouraged to apply - we'd love to hear from you The preferred qualifications are a bonus, not a requirement.8+ years of professional experience, preferably in product-led financial or tech company, particularly within a risk management or revenue enablement functionExperience developing programmatic solutions and working with technical (product and engineering) and operational teamsAbility to distill complex, ambiguous problems and design reliable solutions and guidance for internal stakeholders and Stripe usersExceptional collaboration and communication skills, with an ability to lead through influenceBe adept at using data to surface insights and drive decisionsA results- and action-oriented mindset and the ability to lead and motivate othersThe ability to take ownership, be accountable, and drive towards ambitious goalsComfort operating in an ambiguous and quickly changing environment with shifting priorities (this is a must)Be a self-starter, be highly organized and have strong communication skills.Adept at using kaizen, six sigma, root cause analysis, pre- and post- mortems methodsPreferred qualificationsPrior experience in a B2B fintech environmentExperience in risk and compliance in a financial services or fintech company driving process improvement and optimizationExperience operating at scale and in a high growth environmentThis role is available either in an office or a remote location (35+ miles or 56+ km from a Stripe office).Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.A remote location is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently live or plan to live.The annual US base salary range for this role is $123,600 - $185,400. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us. #J-18808-Ljbffr