Product Manager, Support Experience

At Stripe, a Most Loved Workplace® certified employer in the Financial Services space, Economic infrastructure for the internet, powering ambitious businesses globally..

<h2>Who we are</h2>

<h3>About Stripe</h3>

<p><span style="font-weight: 400;">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.</span></p>

<h3>About the team</h3>

<p class="p1">The Support Experience group develops and applies technology at all points of the user support journey to solve customer problems at scale, keeping millions of businesses running and unlocking growth across Stripe’s product suite.</p>

<h2>What you’ll do</h2>

<p class="p1">As a Product Manager for Support Experience, you will be responsible for improving the outcomes of Stripe’s user-facing AI agent that holds 100k+ conversations per week. You’ll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like. You’ll directly build agent capabilities to solve real-world user problems. That means getting hands-on with prompts, evals, skills, tools and the machinery that lets you introspect and identify opportunities within the conversational experience.</p>

<h3>Responsibilities</h3>

<ul>

<li style="font-weight: 400;"><span style="font-weight: 400;">Make Stripe’s conversational AI agent as capable and effective as our best human agents by identifying customer<br>problems and building solutions to them.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Be opinionated on the UX for conversational AI - the best experiences are a hybrid of UI and conversation - you’ll<br>need to identify the primitives we need to build to be successful.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Build, ship and iterate on AI skills, and help build the systems that enable the rest of Stripe to do the same.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Create continuous improvement loops from problems to scaled AI solutions and relentlessly accelerate those loops.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Redefine how we think about quality for agentic conversations.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Partner with the Conversation UX and Platform teams to unlock novel capabilities for the AI agent</span></li>

</ul>

<h2><strong>Who you are</strong></h2>

<p><span style="font-weight: 400;">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. </span></p>

<h3>Minimum requirements</h3>

<ul>

<li>Our ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills, and<br>have the desire to create something new.</li>

<li>7–12+ years of industry product management experience (does not include internships or co-ops)</li>

<li>Deep user empathy and a high bar for user experience</li>

<li>Experience leading cross-team initiatives from ideation to execution</li>

<li>Technical expertise: You’ve led technical products and/or have a background in computer science (or similar)</li>

<li>Strong written and verbal communication skills</li>

</ul>

Want to learn more about what it's like to work at Stripe? View our full profile.