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ManagerFull-timeGo
Salary Range
$81,600 - $110,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a User Health Strategist to join Stripe's Customer Advocacy and Programs team. This role focuses on accelerating resolution of high-risk user escalations and building repeatable processes to reduce recurrence.
Key Responsibilities
- →Triage customer issues by conducting deep-dives with account teams to understand problems and assess criticality
- →Mobilize cross-functional resources to drive resolution of escalations
- →Coach account teams on resolution plans and best practices for escalation management
- →Create and maintain escalation playbooks, runbooks, and templates
- →Identify systemic patterns across escalations and recommend product/process changes
Requirements
- ✓4+ years of experience in program management, incident/escalation management, or related disciplines
- ✓Proven experience managing complex, multi-stakeholder projects or escalations end-to-end
- ✓Prior experience with enterprise customers and familiarity with executive engagement practices
- ✓Strong problem-solving and analytical skills with comfort handling incomplete data
- ✓Strong cross-functional influencing skills and experience working with Product, Engineering, and other stakeholders
- ✓Excellent written and verbal communication skills
- ✓BenefitBullets: []
