Compliance Manager, User Enablement

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM The Risk PMO team protects Stripe’s revenue and drives cross-functional strategy for company-level and org-level priorities. As Stripe operates across an increasingly complex and fast-moving global regulatory environment, one of our most important functions is ensuring that our largest, most strategic users can grow with us—compliantly, confidently, and at speed. We sit at the intersection of Legal, Compliance, Engineering, Product, Data Science, and GTM—serving as the bridge between teams coordinating massive programs with global, wide-reaching impact. We build durable systems that enable strong collaboration across functions and seamless experiences for our users. If you're energized by high-stakes, ambiguous problems and thrive on building programs from scratch in environments where the rules are still being written—we want to hear from you. WHAT YOU’LL DO You will define, own, and execute program strategies for large-scale regulatory initiatives, operating with significant autonomy across a portfolio of global projects. This is a highly visible, senior individual contributor (IC) role. While you will influence senior leadership and set strategic direction, you are also the primary driver of execution. You will need to zoom out to design the long-term vision, and zoom in to manage the details—building templates, tracking deliverables, writing documentation, and directly unblocking cross-functional teams. RESPONSIBILITIES * Own and execute high-stakes global programs end-to-end, from initial strategy and scoping to project planning, day-to-day tracking, and change management * Drive step-change improvements in our operational processes, rolling up your sleeves to build systems and workflows that directly improve business outcomes and top-line metrics  * Bridge compliance and commercial strategy by partnering with GTM and account leadership to turn complex regulatory requirements into a competitive advantage that builds deep user trust * Build and run operating models across diverse cross-functional teams (including Product, Engineering, Legal, Risk, and Compliance), keeping highly distributed workstreams aligned and accountable  * Serve as a trusted advisor by preparing strategic reviews for senior stakeholders and managing critical escalations  * Translate user friction into program evolution by establishing structured, data-driven approaches to gather user feedback and turning those insights into actionable product and operational improvements  * Diagnose and resolve systemic operational gaps before they impact our users, building self-healing processes and scalable internal infrastructure * Champion Stripe’s Operating Principles by fostering a high-performance culture that values rigorous thinking, rapid execution, and putting users first WHO YOU ARE You are a highly strategic operator, a masterful communicator, and a systems thinker with operational grit. You thrive in the gray area, possessing the ability to translate ambiguous global challenges into elegant, structured, and highly actionable operational frameworks.  You are a natural leader who leads by influence and by example. You have a deep empathy for the user, an unyielding bias toward action, and you take pride in the craft of execution. No problem is too complex for you to deconstruct, and no detail is too small if it impacts the user experience. MINIMUM REQUIREMENTS * 10+ years of experience in Program Management, Strategy & Operations, Management Consulting, or Go-to-Market (GTM) Strategy in a fast-paced, high-growth environment  * Hands-on execution track record: Proven ability to work independently as an individual contributor, managing complex, multi-stakeholder project plans and deliverables from inception to completion  * Exceptional communication & storytelling: Excellent written and verbal communication skills; a proven ability to distill highly complex, technical, or regulatory topics into clear, succinct, and persuasive narratives to external and senior audiences  * Systems and infrastructure builder: Deep experience designing, launching, and scaling complex cross-functional operating models, feedback loops, and PMO frameworks  * Growth mindset: A high willingness to learn, adapt quickly to changing environments, and actively seek and act on feedback to continuously improve PREFERRED QUALIFICATIONS * 3+ years of experience in high-growth technology or fintech environments  * Deep cross-functional partnership: Prior experience working alongside Engineering, Product, Legal, Compliance, and GTM/Sales  * Data fluency: Experience leveraging data visualization tools and analytical frameworks to back up strategic decisions and measure program success

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM Our Collections team focuses on effectively recovering overdue Stripe Capital loans while maintaining a positive user experience. We're committed to balancing the necessity of efficient collections with a customer-centric approach. By aligning with Stripe values and the PXO (Product Experience Operations) standards, we strive to enhance recovery rates and streamline our operations, ensuring clarity and support for our customers at every step. WHAT YOU’LL DO As an Operations Program Manager, you'll own and evolve the programs that drive our collections operations—while staying close to the work itself. You'll directly handle complex cases to build deep process knowledge and customer empathy, and use those insights to design scalable, data-driven improvements. Your work will span program strategy, hands-on casework, cross-functional collaboration, and operational scaling to improve key objectives such as recovery rates, customer experience, and compliance. RESPONSIBILITIES * Casework and Process Expertise — Own complex and escalated collections cases end-to-end, building firsthand understanding of customer pain points, process gaps, and regulatory nuances to inform program decisions * Program Strategy and Execution — Design, launch, and manage collections programs aligned with business objectives, regulatory requirements, and customer experience goals * Scaling and Process Optimization — Identify opportunities to automate, standardize, and scale collections operations—reducing manual effort while improving efficiency and consistency as volume grows * Compliance and Quality Assurance — Ensure regulatory and policy compliance across all collections activities. Build and maintain QA frameworks—including audits and calibration—to uphold quality standards  * Data and Performance Management — Monitor program performance through analytics, identify trends and areas for improvement, and develop data-driven strategies to optimize outcomes * Cross-Functional Collaboration — Partner with Product, Engineering, Compliance, and Operations teams to align collections programs with platform capabilities and drive long-term systemic improvements * Documentation and Enablement — Build and maintain process documentation, playbooks, and training materials that empower the team and reduce knowledge silos WHO YOU ARE We're looking for someone who is equally comfortable in the details of a complex case and in the strategic design of programs that serve thousands of customers. You are a proactive problem solver who constantly challenges the status quo and pushes for innovation in how collections operations run. If you meet the minimum requirements below, we encourage you to apply. MINIMUM REQUIREMENTS * 3+ years of program management experience, with a focus on operational process design, implementation, and scaling * Willingness and ability to perform hands-on casework alongside program responsibilities * Strong problem-solving skills with the ability to use data to drive decisions and measure impact * Excellent communication skills—comfortable conveying complex or sensitive topics to both technical and non-technical audiences * Experience managing multiple concurrent projects in a fast-paced, high-growth environment with shifting priorities PREFERRED QUALIFICATIONS * Experience in financial services or fintech, particularly in collections or lending operations * Familiarity with automation tools and techniques, including a working knowledge of SQL * Experience in change management—taking initiatives from conception through scaled execution * Background in a compliance-sensitive environment with knowledge of relevant regulatory frameworks * Experience designing or managing QA programs, including audit methodologies, scoring calibration, and quality feedback loops

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM Stripe's mission is to increase the GDP of the internet — and we do that responsibly. The User Risk Strategy (URS) function is at the heart of that responsibility: it is the team that defines who Stripe can do business with, on what terms, and how those standards are maintained and enforced at scale. The function sits within the First Line of Defense in Stripe's Risk organization and is the authoritative owner of Stripe's supportability framework. We are looking for a seasoned leader to own and evolve the URS / Supportability function as a Manager of Managers (M2). In this role, you will lead a team of risk strategists and analysts across Ecosystem Strategy, New Product Enablement, User Insights & Enablement, Platform Risk Strategy, and Enforcement & Monitoring Strategy (EMS). You will be a senior leader in the Risk Strategy organization, shaping the direction of Stripe's supportability ecosystem and driving cross-functional decisions that directly influence Stripe's ability to grow safely. In this role, you will report into the Head of Risk Strategy and partner closely with Product, Engineering, Legal, Financial Crimes, Financial Partnerships, Operations, and GTM leadership. WHAT YOU’LL DO RESPONSIBILITIES STRATEGY & VISION * Own the long-term vision and strategy for Stripe's User Risk / Supportability function, ensuring legitimate users can use Stripe while protecting Stripe's financial platform, brand, and regulatory standing. * Translate Stripe's business objectives and risk appetite into a cohesive, multi-year supportability strategy that balances risk exposure with user experience. * Define the risk/reward framework for new industry enablement and new product enablement — setting the standard for how Stripe evaluates and expands access responsibly. * Develop and execute a clear roadmap across the URS organization that is aligned to Stripe's SOKRs and articulated to senior leadership. ECOSYSTEM STRATEGY * Own Stripe's global Terms of Service standards — the Supportability Handling Guide — including restricted and prohibited business categories. * Set the strategic direction for how Stripe's supportability ecosystem evolves as Stripe's product footprint and geographic reach expand. * Be the final decision-maker on policy changes that carry meaningful risk exposure or require cross-functional alignment, and represent Risk's position with Legal, FinCRO, card networks, and external partners. * Integrate financial partner Restricted/Prohibited Business Lists (RBL/PBL) into Stripe's policy framework. NEW PRODUCT ENABLEMENT * Lead the strategy and approval process for new product enablement — developing the appropriate RBL/PBL strategy for new products and incorporating new bank partner requirements. * Ensure that risk standards are embedded early in the product development lifecycle, partnering with Product and Engineering to shape how supportability is implemented in new Stripe products. * Work with Legal and Financial Partnerships to assess and integrate compliance obligations introduced by new products and banking relationships. USER INSIGHTS & ENABLEMENT * Lead the strategy for new industry enablement — evaluating emerging and underserved industries for supportability, and developing the frameworks that allow Stripe to access these markets responsibly. * Own the Large User Advisory function, providing structured, high-quality guidance on complex user-specific supportability questions — enabling GTM and Partnerships to unlock revenue while managing risk appropriately. * Develop scalable frameworks for advisory decisions so the function can handle growing volume without compromising quality. PLATFORM RISK STRATEGY * Lead Platform Risk Strategy, which covers large user requests, health monitoring, and education for Stripe's largest and most complex users. * Develop scalable approaches to managing the supportability risk profile of Stripe's largest platforms and complex use cases, providing clear guidance and risk frameworks to internal stakeholders. * Drive education and self-service capabilities so that internal teams and users can navigate Stripe's supportability standards more independently. ENFORCEMENT & MONITORING STRATEGY (EMS) * Provide strategic direction to the EMS team, which is responsible for integrating Stripe's supportability standards into detection and enforcement systems. * Ensure that URS standards are operable, enforceable, and continuously tuned based on performance data and insights. * Partner with Engineering, Product, and Data Science to develop data-driven detection strategies, improve enforcement precision, and reduce false positives that create unnecessary user friction. * Maintain global EMS coverage, including regional strategy across North America and EMEA/APAC. PEOPLE & ORGANIZATIONAL LEADERSHIP * Lead and develop a team across five sub-teams, including multiple team-level managers (M0/M1) and senior individual contributors. * Set a high bar for talent and actively recruit, develop, and retain excellent risk strategists. * Build a team culture grounded in Stripe's Operating Principles — one that is analytically rigorous, user-centric, and collaborative. * Coach and develop your direct reports to grow in both their functional craft and their leadership capabilities. * Build succession depth and develop a clear talent strategy for the function. CROSS-FUNCTIONAL LEADERSHIP * Act as the senior Risk Strategy voice in cross-functional risk forums, product reviews, and partner negotiations relevant to supportability. * Partner with Product and Engineering on the Supportability platform, influencing the roadmap to ensure our systems accurately reflect policy intent and scale effectively. * Work with GTM and Partnerships to develop scalable access to supportability information, reducing friction in the sales cycle while maintaining risk discipline. * Engage with Legal and Financial Partnerships on policy positions, regulatory changes, and external partner requirements. * Represent URS at senior Risk leadership reviews and provide clear, data-backed narrative on the state of the supportability ecosystem. * Drive cross-functional programs with impacts across Risk and the broader organization — including Third Party Agent (TPA) programs, Actor-Level Enforcement, and strategic GTM/URS collaboration initiatives — ensuring clear goals, DRIs, and measurable outcomes. WHO YOU ARE We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS * 10+ years of experience in risk strategy, policy, compliance, or a related field, with deep experience in user/merchant risk, supportability, or financial services regulation. * 4+ years of people management experience, including managing managers; demonstrated ability to lead through multiple layers of an organization. * Proven track record of owning and evolving complex policy or standards frameworks at scale, ideally within a payments, fintech, or marketplace context. * Demonstrated ability to deliver at scale — you have built systems, frameworks, and teams that operate well beyond individual effort, and you instinctively design for leverage and repeatability across large, complex organizations. * Champion for AI and automation — you actively seek opportunities to apply AI-powered tooling and automation to accelerate risk strategy work, reduce manual toil, and improve the quality and consistency of decisions at scale; you set the example for your team in adopting and driving these capabilities. * Exceptional cross-functional collaborator — you know how to build trust with Legal, Engineering, Product, Sales, and Operations, and can reconcile competing stakeholder views to drive results. * Analytical rigor — you are comfortable with data and can structure risk/reward trade-offs clearly and compellingly for senior audiences. * Executive presence and clear written and verbal communication — you can distill complex risk topics into actionable narratives for leadership. PREFERRED QUALIFICATIONS * Experience working with card network rules (Visa, Mastercard), financial partner compliance requirements, or regulatory frameworks relevant to payments (e.g., BIN sponsorship, direct acquiring). * Familiarity with supportability or trust & safety systems, detection and enforcement tooling, or risk policy automation. * Experience in a high-growth technology company managing risk at scale.