Product Manager, Support Experience

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

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.

What you’ll do

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.

Responsibilities

• Make Stripe’s conversational AI agent as capable and effective as our best human agents by identifying customer

  problems and building solutions to them.

• Be opinionated on the UX for conversational AI - the best experiences are a hybrid of UI and conversation - you’ll

  need to identify the primitives we need to build to be successful.

• Build, ship and iterate on AI skills, and help build the systems that enable the rest of Stripe to do the same.
• Create continuous improvement loops from problems to scaled AI solutions and relentlessly accelerate those loops.
• Redefine how we think about quality for agentic conversations.
• Partner with the Conversation UX and Platform teams to unlock novel capabilities for the AI agent

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. 

Minimum requirements

• Our ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills, and

  have the desire to create something new.

• 7-12+ years of industry product management experience (does not include internships or co-ops)
• Deep user empathy and a high bar for user experience
• Experience leading cross-team initiatives from ideation to execution
• Technical expertise: You’ve led technical products and/or have a background in computer science (or similar)
• Strong written and verbal communication skills