Operations Program Manager, Capital Collections

The shape of it

In the posting’s own words

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 it asks for · 5

• 3+ years of program management experience, with a focus on operational process design, implementation, and scaling
• Willingness and ability to perform hands-on casework alongside program responsibilities
• Strong problem-solving skills with the ability to use data to drive decisions and measure impact
• Excellent communication skills—comfortable conveying complex or sensitive topics to both technical and non-technical audiences
• Experience managing multiple concurrent projects in a fast-paced, high-growth environment with shifting priorities

Also a plus

• Experience in financial services or fintech, particularly in collections or lending operations
• Familiarity with automation tools and techniques, including a working knowledge of SQL
• Experience in change management—taking initiatives from conception through scaled execution
• Background in a compliance-sensitive environment with knowledge of relevant regulatory frameworks
• Experience designing or managing QA programs, including audit methodologies, scoring calibration, and quality feedback loops

What the job covers

• 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 for improvement, and develop data-driven strategies to optimize outcomes
• Cross-Functional Collaboration — Partner with Product, Engineering, Compliance, and Operations teams to align collections programs with platform capabilities and drive long-term systemic improvements
• Documentation and Enablement — Build and maintain process documentation, playbooks, and training materials that empower the team and reduce knowledge silos

Tools and skills named

Words the posting leans on

• program12×
• collections10×
• experience9×
• operations8×
• customer6×
• process6×
• complex4×
• compliance4×
• design4×
• knowledge4×
• regulatory4×
• build3×
• cases3×
• collections operations3×
• drive3×
• improvements3×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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