Operations Program Manager, Capital Collections

On-site

Responsibilities

Program Strategy and Execution — Design, launch, and manage collections programs aligned with business objectives, regulatory requirements, and customer experience goals
Build and maintain QA frameworks—including audits and calibration—to uphold quality standards
Data and Performance Management — Monitor program performance through analytics, identify trends and areas for improvement, and develop data-driven strategies to optimize outcomes
Documentation and Enablement — Build and maintain process documentation, playbooks, and training materials that empower the team and reduce knowledge silos Who you are

Casework and Process Expertise — Own complex and escalated collections cases end-to-end, building firsthand understanding of customer pain points, process gaps, and regulatory nuances to inform program decisions
Willingness and ability to perform hands-on casework alongside program responsibilities
Strong problem-solving skills with the ability to use data to drive decisions and measure impact
Experience managing multiple concurrent projects in a fast-paced, high-growth environment with shifting priorities Preferred [REQUIREMENTS] qualifications •
Experience in financial services or fintech, particularly in collections or lending operations
Familiarity with automation tools and techniques, including a working knowledge of SQL •
Experience in change management—taking initiatives from conception through scaled execution
Background in a compliance-sensitive environment with knowledge of relevant regulatory frameworks •
Experience designing or managing QA programs, including audit methodologies, scoring calibration, and quality feedback loops

3+ years of program management experience, with a focus on operational process design, implementation, and scaling

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
Our Collections team focuses on effectively recovering overdue Stripe Capital loans while maintaining a positive user experience.
We're committed to balancing the necessity of efficient collections with a customer-centric approach.
By aligning with Stripe values and the PXO (Product
Experience Operations) standards, we strive to enhance recovery rates and streamline our operations, ensuring clarity and support for our customers at every step. What you’ll do
As an Operations Program Manager, you'll own and evolve the programs that drive our collections operations—while staying close to the work itself.
You'll directly handle complex cases to build deep process knowledge and customer empathy, and use those insights to design scalable, data-driven improvements.