Staff 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

The rise of AI agents has fundamentally changed how users interact with Stripe, with a supermajority of conversations with Stripe now occurring via AI across various surfaces including third-party platforms. These conversations now blend planning, building, configuration, and troubleshooting.

As a Product Manager for Support Experience, you will be responsible for building the platform that enables Stripe’s user-facing AI agent to solve problems across the Stripe product suite. You’ll develop rapid AI-powered feedback loops that enable product teams across Stripe to continuously improve the conversational experience of their users and build the infrastructure to enable powerful and flexible conversational experiences to run in diverse properties such as Stripe’s merchant dashboard, consumer apps, and experiences mediated by third-party agents. 

You’ll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like. 

Responsibilities

• Create the home for product teams to safely build out, understand and improve their conversational experiences.
• Build feedback loops from conversations through improvement recommendations to generating evals and prompts.  
• Make Stripe’s conversational AI agent as capable and effective as our best human agents by identifying scaled ways to improve its capabilities across surfaces, user segments and products. 
• Integrate human and AI conversations in the platform so that teams can understand and manage both. 
• Develop the infrastructure that enables internal and external AI experiences to be driven from the same foundational primitives - so that teams can build once and have that capability available to internal, external and third-party use cases. 
• Partner with GTM on expanding assistive capabilities to Stripe’s GTM layer.
• Partner with the Conversation UX team 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. The preferred qualifications are a bonus, not a requirement.

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. 

• 12+ years of experience as a Product Manager
• Deep user empathy and a high bar for user experience
• Experience developing a multi-year vision, strategy and roadmap for large-scale products
• 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