Stripe, Inc. logo
Stripe, Inc.

Stripe, Inc. is a global technology company with offices and remote employees worldwide, team members who speak more than 30 languages, and millions of users. A

Strategic Programs Lead - User Communications, Advocacy & Escalations

Location

United States

Posted

78 days ago

Salary

0

Seniority

Lead

No structured requirement data.

Job Description

Strategic Programs Lead - User Communications, Advocacy & Escalations

Stripe, Inc.

Role Description The Strategic Programs Lead, Communications, Advocacy, and Escalations sits within the Risk Operations Enablement team and serves as a key driver of Stripe’s readiness and execution for large-scale risk and regulatory initiatives. You will be expected to help define milestones and how to communicate those milestones to our users from end-to-end program management to tactical email content reviews. Responsibilities - Customer Engagement and Escalation Support - Drive execution of user-facing work for regulatory programs, compliance requirements, and major risk initiatives impacting Stripe’s largest users. - Handle escalations and directly engage with user executives when required to explain timelines, decisions, and next steps. - Conduct retrospectives and synthesize learnings to continuously raise the bar on execution. - User Communications - Define internal team and external user engagement strategy across our global roadmap. - Align on key moments and milestones and how we will communicate them. - Program manage multiple user communications in the pipeline simultaneously and ensure they are aligned with program objectives and Stripe’s brand. - Partner and closely collaborate across Product, PMM, Content, TPM, and Ops teams on final messaging. - Work with senior leadership to ensure sign offs. - GTM Enablement - Deliver enablement for GTM teams (AEs and CSMs) and partner with Technical Account Management, Enterprise Support, and Operational teams to ensure consistent understanding and execution. - Create training sessions, field guidance, and reference documentation to drive awareness and preparedness; build and refine repeatable models for regulatory implementation, including templated communications, playbooks, and reporting standards. - Cross-Functional Leadership - Build deep relationships with senior leaders across GTM and Risk teams; develop clear POVs on how to execute complex global projects with a user-first mentality. - Facilitate alignment, resolve ambiguity, and unblock dependencies across internal teams and field stakeholders. - Own execution plans from end to end including cross-functional coordination, tracking, risk mitigation, and status reporting. Qualifications - 6+ years in working in a high-performance environment with globally diverse, matrixed stakeholders in a fast-growing scale. - Strong content writing skills (emails, presentations) and strong public speaking skills (trainings, roadshows, senior leadership discussions). - Strong cross-functional leadership with experience aligning Product, PMM, TPM, GTM, and Operations teams toward shared goals. - Experience working with customers directly and experience preparing for and leading customer conversations. - Exceptional written and verbal communication skills including the ability to interface with executive-level stakeholders. Preferred Qualifications - Direct experience working with customers is a plus. - Direct experience in external communications is a plus. - Experience designing enablement programs including webinars, field training, and reference guides. - Prior tech experience is a plus.

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