management
Posted 4 days agoHead of Learning & Quality, Stripe Delivery Center
at Stripe
Bangalore, IndiaOn-site
Responsibilities
- Build training frameworks, work with Ops leaders for an execution strategy, work with cross-functional partners to influence content strategy, and measure training effectiveness
- Coordinate a growing team of on-site and remote facilitators, SMEs, coaches, and QAs
- Conduct assessments and analysis to identify and address new development needs
- Build and execute a robust professional development framework for SDC, driving both improvements in growth within Stripe and reducing churn
- Rigorously measure quality of operations, share insights and corrective actions with Ops Leaders, and ensure that the bar for quality keeps going up
- Build strong relationships with cross-functional leaders to ensure consistency across Stripe and share and learn from best practices.
- Develop and manage various processes necessary to allow the Quality and Training organization to operate effectively. Who you are
Requirements
- experience leverages deep understanding of our products, the financial industry and money movement, and our customers' products and users, and requires us to invest significant resources into building this
- experience setting up and leading Quality teams or Training teams or both. You have prior relevant
- experience in a high-growth technology company.
- You have proven success building processes and training systems that deliver consistent, high-quality results and are adept at balancing operational rigor and systems thinking with a human-centric approach to education and culture building. You have proven
- experience in building a strong Quality assurance organization, measuring ops delivery quality and improving it.
- You have a strong operational background and a track record of making data-driven decisions to problem solve amidst fast-paced and highly ambiguous environments. You have strong
- experience in building teams, managing managers, developing people, and creating a strong identity and culture. You have
- experience working with multiple operational teams with highly complex products, working across global time zones, and lines of business. You have
- experience in running a centralized organization, getting buy-in from senior stakeholders, and bringing a vision to life.
- You have excellent written and verbal communication skills and an ability to articulate complex topics in an easy-to-consume way.
- You have business proficiency in written and spoken English.
Experience
- You have 12+ years of
Benefits
- qualifications are a bonus, not a requirement.
Additional details
- 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
- As the Stripe user base and global footprint grow dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with.
- The Stripe Delivery Center (SDC) provides operational leverage and expands the Stripe portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. Our support
- experience ourselves with talented teams of Stripes. What you'll do
- As a Head of Learning and Quality, SDC, you will be responsible for building the strategy for both the spaces of Training, Learning, and Development and Quality, hiring and growing the teams, executing per plans, and playing a critical role in building a world-class organization that learns continuously and delivers excellent quality output.
- For Learning and Enablement, you will ensure a high and consistent bar for learning and development across all stages of the employee lifecycle, from onboarding to professional development that supports Stripe's broader strategies.
- For Quality, you will need to collaborate effectively with Global Central Learning team to build the relevant quality audit frameworks that will be applied for different lines of business, plan and hire quality analysts, perform rigorous quality analysis, share findings and insights, and work with Ops leaders across the organization to keep pushing the bar on overall quality.