Staff Product Manager, Support Experience

Stripe is a financial infrastructure platform for businesses that aims to increase the GDP of the internet. The Staff Product Manager for Support Experience will be responsible for building the platform that enables Stripe’s AI agent to assist users effectively across various products, enhancing the overall customer support journey.

Responsibilities:

• Create the home for product teams to safely build out, understand and improve their conversational experiences
• Build feedback loops from conversations through improvement recommendations to generating evals and prompts
• Make Stripe’s conversational AI agent as capable and effective as our best human agents by identifying scaled ways to improve its capabilities across surfaces, user segments and products
• Integrate human and AI conversations in the platform so that teams can understand and manage both
• Develop the infrastructure that enables internal and external AI experiences to be driven from the same foundational primitives - so that teams can build once and have that capability available to internal, external and 3rd party use cases
• Partner with GTM on expanding assistive capabilities to Stripe’s GTM layer
• Partner with the Conversation UX team to unlock novel capabilities for the AI agent

Requirements:

• 12+ years of experience as a Product Manager
• Deep user empathy and a high bar for user experience
• Experience developing a multi-year vision, strategy and roadmap for large scale products
• Experience leading cross-team initiatives from ideation to execution
• Technical expertise: You've led technical products and/or have a background in computer science (or similar)
• Strong written and verbal communication skills