The opportunity
The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. Stripe’s People & Places Operations team will sit within the SDC and is…
What you'll do
Provide strategic and operational leadership for the newly-formed People: Support team in CDMX, translating the global Core Ops strategy into an effective local operating model.
Lead and develop a small team People Support specialists through clear: expectations, regular coaching, actionable feedback, and quality calibration.
Establish local team practices, coverage, escalation paths, and ways of: working that integrate effectively with the global People Support organization.
Manage daily operations, including queue health, workload allocation, service: levels, and escalations, while contributing directly during the team’s ramp or periods of high volume.
Use service metrics, case trends, and feedback to set priorities, identify: root causes, and improve workflows, documentation, and the user experience.
Partner with People, People Systems, and specialist teams to clarify: ownership, improve handoffs, and implement global initiatives locally.
What they're looking for
- years of experience in People operations, shared services, support: operations, or a related field, including 2+ years leading or managing others.
- A graduate or postgraduate qualification in human resources or a related: discipline, or equivalent practical experience.
- Experience establishing or developing a new team, service, location, or operating model.
- Experience managing case queues, escalations, service levels, and operational quality.
- Experience leading operational improvements or implementing global initiatives within a local team.
- Experience with People systems and case-management tools, such as Workday or comparable platforms.
- Understanding of core People processes, including worker data, benefits,: talent mobility, equity, compensation, and exits.
- Ability to balance immediate operational needs with longer-term team development and scalability.
