Operations Program Manager, Capital Collections

Operations Program Manager, Capital Collections

Stripe is a financial infrastructure platform for businesses. Millions of companiesfrom the world's largest enterprises to the most ambitious startupsuse 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.

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.

As an Operations Program Manager, you'll own and evolve the programs that drive our collections operationswhile 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. Your work will span program strategy, hands-on casework, cross-functional collaboration, and operational scaling to improve key objectives such as recovery rates, customer experience, and compliance.

• 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
• Program Strategy and Execution Design, launch, and manage collections programs aligned with business objectives, regulatory requirements, and customer experience goals
• Scaling and Process Optimization Identify opportunities to automate, standardize, and scale collections operationsreducing manual effort while improving efficiency and consistency as volume grows
• Compliance and Quality Assurance Ensure regulatory and policy compliance across all collections activities. Build and maintain QA frameworksincluding audits and calibrationto 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
• Cross-Functional Collaboration Partner with Product, Engineering, Compliance, and Operations teams to align collections programs with platform capabilities and drive long-term systemic improvements
• Documentation and Enablement Build and maintain process documentation, playbooks, and training materials that empower the team and reduce knowledge silos

We're looking for someone who is equally comfortable in the details of a complex case and in the strategic design of programs that serve thousands of customers. You are a proactive problem solver who constantly challenges the status quo and pushes for innovation in how collections operations run. If you meet the minimum requirements below, we encourage you to apply.

• 3+ years of program management experience, with a focus on operational process design, implementation, and scaling
• 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
• Excellent communication skillscomfortable conveying complex or sensitive topics to both technical and non-technical audiences
• Experience managing multiple concurrent projects in a fast-paced, high-growth environment with shifting priorities
• 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 managementtaking 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

The annual US base salary range for this role is $112,000 - $168,000. For sales roles, the range provided is the role's On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

Office locations: New York, or South San Francisco HQ

Team: Operations

Job type: Full time