• Lead a team of high-performing Risk Operations Analysts • Set an inspirational vision for the User Policy Operations organization and build the path to execute it both in the short-term and long-term • Futureproof our organization by proactively evolving our strategy to scale our operations, while also solving our day-to-day challenges with Stripe’s exponentially growing risk review volume • Collaborate with and influence Risk leadership and cross-functional Risk teams to pursue the highest ROI investments for our user experience, improve our internal processes, and build out our operations and production roadmap to deliver services at scale • Maintain oversight of the team’s operational performance as it relates to supportability workstreams, to ensure compliance with regulatory and financial partner expectations • Lead root cause analysis to identify opportunities to predict, prevent, and mitigate risk within process and performance • Define and manage core metrics, SLAs, and performance of the User Policy Operations team • Identify gaps in current systems, policies and strategies, and recommends enhancements and process improvements to mitigate emerging risks through a collaborative approach with stakeholders • Understand the risk tradeoffs between protecting Stripe and upholding what it means to be Users First; we’re ambitious with our goals and don’t believe you have to compromise on the user experience in order to effectively mitigate risk

• Maintain and organize the value-based partnership pipeline, including tracking outreach, materials, and next steps. • Develop and update external and internal presentations, pitch decks, and partnership materials. • Support information gathering on prospective partnerships. • Assist with the development and documentation of processes that support value-based growth and readiness requirements. • Track project timelines, action items, and deliverables across strategic initiatives. • Prepare meeting materials, summaries, and follow-up communications. • Support the creation of new value-based care models, Support reporting and organization of performance, quality and contracting information.

• Create, update, and maintain sales collateral including: Pitch decks and proposal templates, Case studies and client success stories, Sales scripts, discovery guides, and talk tracks, Service overviews and capability decks • Partner with sales leadership to translate offerings into clear, compelling, and repeatable sales materials • Continuously refine messaging and positioning based on sales feedback and customer insights • Document and streamline the sales process and sales-to-delivery handoff, making each step clear and repeatable • Identify manual, repetitive, or inefficient tasks and help build systems or workflows to reduce them • Ensure sales materials and processes stay aligned as new services, offerings, or pricing models are introduced • Build and maintain a centralized, well-organized repository for all sales content and documentation • Ensure materials are easy to find, clearly labeled, and always up to date • Own version control and lifecycle management of sales assets • Create simple documentation and internal guides so sales teams know how and when to use each asset • Regularly audit sales materials and processes to ensure relevance and effectiveness

• Serve as a primary point of contact for customer-related inquiries, handling access requests, order issues, feedback, and process clarifications • Monitor customer satisfaction (CSAT), NPS, and other CX metrics, and identify pain points and opportunities for improvement • Collaborate with Product, UX, and Marketing teams to continuously optimize the customer experience across the ordering platform(s) • Champion the voice of the customer by synthesizing insights from support interactions, surveys, and reviews • Assist with troubleshooting order issues, delivery delays, and returns/refunds and ensure sellers are meeting performance and service standards • Present actionable insights to Account Management and Seller Operations • Handle the day-to-day execution of online content/merchandising that supports strategic initiatives, sales and marketing campaigns, and digital product development • Build training, documentation, and response playbooks that can be used to support Global Customer Service team members • Use tools like Google Analytics, Fullstory, or similar to track user behavior, site flows, and friction points • Track and measure on customer success KPIs -- adoption, utilization, customer value, retention, growth, efficiency • Support A/B testing and customer journey mapping initiatives • Assists with testing and quality assurance checks of web and app projects including new design implementation, functionality, and content