Operations Program Manager, Capital Collections
StripeWho 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