Head of Learning & Quality, Stripe Delivery Center

About the role

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. As the Stripe user base and global footprint grow dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Stripe Delivery Center (SDC) provides operational leverage and expands the Stripe portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. Our support experience leverages deep understanding of our products, the financial industry and money movement, and our customers' products and users, and requires us to invest significant resources into building this experience ourselves with talented teams of Stripes.

Responsibilities

• Build training frameworks, work with Ops leaders for an execution strategy, work with cross-functional partners to influence content strategy, and measure training effectiveness
• Coordinate a growing team of on-site and remote facilitators, SMEs, coaches, and QAs
• Work closely with Stripe learning teams to define both the long-term strategy and the short-term tactics for high-impact training initiatives
• Conduct assessments and analysis to identify and address new development needs
• Build and execute a robust professional development framework for SDC, driving both improvements in growth within Stripe and reducing churn
• Be responsible for identifying and building a robust quality audit framework for various operations at the SDC
• Rigorously measure quality of operations, share insights and corrective actions with Ops Leaders, and ensure that the bar for quality keeps going up
• Partner closely with all Ops Leaders of various lines of business in continuously identifying evolving needs in areas of training and quality, and cater to the needs.
• Build strong relationships with cross-functional leaders to ensure consistency across Stripe and share and learn from best practices.
• Develop and manage various processes necessary to allow the Quality and Training organization to operate effectively.

Requirements

• 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
• You have 12+ years of experience setting up and leading Quality teams or Training teams or both. You have prior relevant experience in a high-growth technology company.
• You have proven success building processes and training systems that deliver consistent, high-quality results and are adept at balancing operational rigor and systems thinking with a human-centric approach to education and culture building.
• You have proven experience in building a strong Quality assurance organization, measuring ops delivery quality and improving it.
• You are co

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