Job Description

Who we areAbout StripeStripe 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 teamWe ensure that teams across Product Support Operations and Risk Operations have the knowledge they need to master our products, provide gold standard support, and safeguard both Stripe and our users. We aspire to elevate the way our learners perceive us, positioning ourselves as a critical resource on their journey to growth through quality training that resonates with, and empowers, every individual.What you\'ll doAs a Training Program Manager within the Support Enablement team, your role will be to develop training initiatives that enhance the capabilities of our Operations teams, specifically Product Support and Risk Operations. Our team takes pride in refining the Stripe experience for both our users and our global network of support specialists. By owning the strategic direction and execution of training programs, you\'ll play a crucial role in equipping support specialists with the knowledge and skills necessary for exceptional service delivery.ResponsibilitiesDesign learning curricula to help deliver the vision and strategy for the Stripe Operations training program:

• Convert business requirements into comprehensive training curricula and supportive content, tailored to the needs of our teams

• Ensure the application of adult learning principles and systematic instructional design to create effective learning solutions, including online, classroom, virtual, and blended learning modalities

• Design assessment methodologies aligned with leading accreditation frameworks and practices

Partner with business leaders across Operations to develop relevant training programs in accordance with the strategy you set outAnalyze metric data to evaluate high-priority topics that would benefit from the development of new training modules and measure training impact post-launchEfficiently partner with cross-functional stakeholders on high-priority projects and initiatives, adapting swiftly to emerging needs and dedicating focused effort to ensure successProactively assess and respond to training demands in cases where there may be significant ambiguity or unknownsHarmonize our training efforts across global locations in partnership with external service providersWho you areWe\'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

• 6+ years of experience in instructional design, technical training programs or operations program management

• Experience designing and developing training materials and content to include online/e-learning modules, instructor-led materials, job aids, online tutorials, multimedia products (video, graphic, audio), and other training materials

• Experience using data collection, research, and analysis to evaluate project outcomes and improve individual and organizational performance

• Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal

• Experience in identifying recurring issues faced by customers and specialists, and developing scalable training solutions

• The ability to distill complex information into clear, concise deliverables

Preferred qualifications

• Experience leveraging learning management systems and/or other content delivery platforms

• An inquisitive approach to learning about new technologies, with a keen sense in identifying user and agent issues

• Strong written and verbal communication skills with experience giving presentations

• Ability to understand Stripe\'s API in the context of what our specialists need to answer users questions

Hybrid work at StripeOffice-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.Pay and benefitsStripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally.Office locationsSingapore, or BengaluruTeamInfrastructure & Corporate TechJob typeFull time

Stripe