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.

As 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. 

As 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.

• Identify 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.

We'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 function
• Experience developing programmatic solutions and working with technical (product and engineering) and operational teams
• Ability to distill complex, ambiguous problems and design reliable solutions and guidance for internal stakeholders and Stripe users
• Exceptional collaboration and communication skills, with an ability to lead through influence 
• Be adept at using data to surface insights and drive decisions 
• A results- and action-oriented mindset and the ability to lead and motivate others
• The ability to take ownership, be accountable, and drive towards ambitious goals
• Comfort 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 methods  

• Prior experience in a B2B fintech environment
• Experience in risk and compliance in a financial services or fintech company driving process improvement and optimization
• Experience operating at scale and in a high growth environment