Manager, User Escalations Operations

About Stripe

Stripe is a technology company that builds the economic infrastructure for the internet, enabling developers to accept payments and scale their businesses. We operate globally to help businesses of all sizes grow securely and efficiently.

Role Overview

Manager, User Escalations Operations based in Chicago. This on-site leadership role leads a team responsible for high-priority user escalations and builds scalable processes to improve the customer experience. You will work cross-functionally with Support, Trust & Safety, Compliance, Legal and Engineering to resolve complex issues and drive program improvements.

Responsibilities

• Lead and manage a team responsible for high-priority user escalations, ensuring timely and high-quality resolutions.
• Design, implement and optimize escalation workflows, SLAs and performance metrics.
• Collaborate with Support, Trust & Safety, Legal, Compliance, Fraud and Engineering to resolve complex issues and coordinate cross-functional responses.
• Develop and maintain knowledge base, playbooks, and process documentation.
• Build dashboards and reporting to monitor team performance, user impact, and operational health.
• Coach and develop team members; manage staffing, prioritization and performance reviews.

Requirements

• 5+ years in customer operations or escalations with at least 2 years in people leadership.
• Proven track record of leading incident response or escalation management in fast-paced environments.
• Excellent cross-functional collaboration and communication skills.
• Analytical mindset with experience using data tools (Excel, Looker, Tableau) and basic SQL.
• Customer-focused mindset with ability to stay calm under pressure and manage competing priorities.

Qualifications

• Bachelor's degree or equivalent practical experience; Master’s degree is a plus.
• Experience in payments, fintech or software as a service is preferred.
• Familiarity with Stripe products is a plus.

Benefits

• Competitive salary and comprehensive benefits package.
• Generous PTO, health dental vision coverage, and 401(k) with company match.
• Parental leave, wellness programs, and employee resource groups.
• Opportunity to grow with a globally distributed team.

About the Role

The role focuses on leading a high-impact escalation management function, driving operational excellence, and delivering an outstanding customer experience. It requires strong leadership, cross-functional collaboration, and a data-driven approach to problem-solving.