Vendor Manager

Overview

Vendor Manager role at Stripe.

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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.

The Team

The Vendor Management team's mission is to support Stripe's global expansion by creating a high-performing, scalable, and sustainable vendor ecosystem. We offer friendly and personalized support to users worldwide, consistently striving to deliver the fastest and most effective solutions to their inquiries. By working closely with our vendor partners, we ensure they consistently deliver a superior user experience to Stripe's users.

What you'll do

As Stripe's user base and global footprint grows dramatically, we are looking for an experienced Vendor Manager who brings both strategic and operational abilities to lead our outsourced support operations. Our vendors provide user support across a number of contact channels such as email, chat and phone, they generate sales and qualify leads, they perform risk reviews and execute a variety of back office functions. You are responsible for overseeing the vendor operations for Stripe across user-facing teams and ensuring that the vendors are delivering world class support experience to our users. You will be working closely with cross-functional leaders and operational teams across our Product, Sales, Operations, Enablement and Infrastructure teams.

Responsibilities

• Build and own operational relationships across key partners in user operations, external vendors and internal teams
• Hold Stripe's external partners and internal stakeholders accountable for performance and contractual commitments
• Own the management of vendor sites including contracts and commercials, staffing and delivery of required inputs from the vendors
• Lead Business Reviews and actions with vendors to drive KPI performance; maintain metrics and provide regular reporting on performance
• Deep dive and improve workflow management and workforce management practices at the vendor site(s) to align with Stripe workflows
• Be an expert on Stripe products; act as an onsite coach and bridge between external partners and internal Stripe teams to deliver measurable process improvements
• Transmit and foster Stripe's values, serving as a beacon of user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. The preferred qualifications are a bonus, not a requirement.

Minimum Requirements

• At least 5+ years of direct vendor management experience within a BPO environment
• Experience leading vendor operations teams responsible for technical customer support, ideally in high-growth tech companies or startups
• Excellent written and verbal communication skills
• Strong operational background and a track-record of making data-driven decisions; ability to write simple queries and run data analysis on Tableau, SQL or equivalent
• Ability to execute on and deliver complex operational projects involving multiple stakeholders

Preferred Qualifications

• Experience managing large cross-functional and global projects
• Track record of taking projects from conception to launch and executing complex initiatives
• Ability to work well with a wide range of people across internal teams and external vendors
• Action-oriented with strong organization and attention to detail
• Comfort with ambiguity and ability to execute on complex projects
• Analytical thinker who uses data to structure strategic recommendations

In-office expectations

Office presence expectations vary by location and role. Specific in-office requirements will be discussed by the hiring manager. This approach supports in-person collaboration and learning while maintaining flexibility where possible.

Pay and benefits

The annual salary range for this role in the primary location is €56,800 - €85,200. This range may change if you are hired in another location. For sales roles, the range includes on-target earnings. Benefits may include equity, company bonus or sales commissions/bonuses, retirement plans, health benefits, and wellness stipends.

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