Training Program Manager

Who 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

We ensure that teams across Product Support Operations and Risk Operations have the knowledge they need to master our products, provide gold standard support, and safeguard both Stripe and our users. We aspire to elevate the way our learners perceive us, positioning ourselves as a critical resource on their journey to growth through quality training that resonates with, and empowers, every individual.

What you’ll do

As a Training Program Manager within the Technical Enablement team, your role will be to develop training initiatives that enhance the capabilities of our Operations teams, specifically Product Support and Risk Operations. Our team takes pride in refining the Stripe experience for both our users and our global network of support specialists. By owning the strategic direction and execution of training programs, you'll play a crucial role in equipping operations associated with the knowledge and skills necessary for exceptional service delivery.

Responsibilities

Design learning curricula to help deliver the vision and strategy for the Stripe Operations training program

Convert business requirements into comprehensive training curricula and supportive content, tailored to the needs of our teams

Ensure the application of adult learning principles and systematic instructional design to create effective learning solutions, including online, classroom, virtual, and blended learning modalities

Design assessment methodologies aligned with leading accreditation frameworks and practices

Partner with business leaders across Operations to develop relevant training programs in accordance with the strategy you set out

Analyze metric data to evaluate high-priority topics that would benefit from the development of new training modules and measure training impact post-launch

Efficiently partner with cross-functional stakeholders on high-priority projects and initiatives, adapting swiftly to emerging needs and dedicating focused effort to ensure success

Proactively assess and respond to training demands in cases where there may be significant ambiguity or unknowns

Harmonize our training efforts across our Stripe Delivery Centers

Who you are

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

3+ years of experience in driving training or enablement programs with prior instructional design or training exposure

Experience designing and developing training materials and content to include online/e-learning modules, instructor-led materials, job aids, online tutorials, multimedia products (video, graphic, audio), and other training materials

Experience using data collection, research, and analysis to evaluate project outcomes and improve individual and organizational performance

Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal

Preferred qualifications

Experience leveraging learning management systems and/or other content delivery platforms

An inquisitive approach to learning about new technologies, with a keen sense in identifying user and agent issues

The ability to distill complex information into clear, concise deliverables

Experience in identifying recurring issues faced by customers and specialists, and developing scalable training solutions

Strong written and verbal communication skills with experience giving presentations