Staff Product Manager, Support Experience

About the role

You will own the end-to-end product strategy and roadmap for the Support Experience platform that powers Stripe's user-facing AI agent. You will design the structural workflows and feedback mechanisms that allow product teams across Stripe to continuously refine conversational outcomes. You will build the foundational primitives that enable both human and AI interactions to be managed, measured, and improved within a single coherent system. You will operate at the intersection of AI infrastructure and user problem-solving, ensuring the platform scales to support new surfaces and use cases. You will translate complex cross-functional requirements into clear product specifications that balance speed, safety, and usability. You will partner with engineering and design to define what success looks like for every conversational interaction. You will champion data-informed decisions to iterate on the platform and elevate the quality of support experiences globally.

Key facts

What you'll do

Define and own the product vision and multi-year roadmap for the Support Experience platform, aligning stakeholders on priorities and outcomes.

Build and maintain the structural feedback loops that convert user conversations into improvement signals, including prompts, evals, and recommendations.

Develop platform capabilities that enable AI-powered features to be implemented once and reused across Stripe's merchant dashboard, consumer apps, and third-party agent experiences.

Create dedicated product surfaces where product teams can safely build, test, and refine their conversational experiences with guardrails and observability.

Establish metrics and experiments to evaluate the effectiveness, safety, and performance of AI interactions across user segments and support channels.

Integrate human and AI workflows within the platform so teams can understand, compare, and manage both modes of conversation.

Collaborate closely with the Conversation UX team to design novel capabilities that enhance the effectiveness and reliability of the AI agent.

Partner with GTM teams to extend assistive capabilities into Stripe's commercial motions and go-to-market experiences.

Work with engineering to ensure the platform leverages scalable infrastructure and follows best practices for reliability, security, and performance.

Champion accessibility, privacy, and compliance considerations throughout the product lifecycle.

Enable data-driven decision-making by designing dashboards, logs, and evaluation frameworks that surface insights from live conversations.

Drive alignment across product, engineering, design, and support organizations through clear documentation and cross-functional collaboration.

Continuously explore emerging AI capabilities and assess their applicability to Stripe's support and conversational product strategy.

Act as the primary product voice for Support Experience in internal discussions and external partnerships.

Requirements

You must have 12 or more years of experience as a Product Manager in a high-growth technology environment.

You demonstrate deep user empathy and maintain a consistently high bar for user experience in every decision.

You have a proven track record of developing multi-year vision, strategy, and roadmaps for large-scale products.

You are experienced in leading cross-team initiatives from initial ideation through execution and delivery.

You possess technical expertise, having led technical products and/or hold a background in computer science or a related field.

You communicate clearly and persuasively in both written and verbal formats with diverse audiences.

You are comfortable navigating ambiguity and making decisions with incomplete information while maintaining clarity for others.

You show strong judgment in prioritizing tradeoffs between speed, quality, scalability, and user value.

You have experience working with distributed teams and fostering collaboration across time zones and functions.

You are passionate about building new products and processes rather than relying solely on existing solutions.

You understand metrics, experimentation, and data analysis well enough to guide product decisions.

You are proactive in seeking feedback, learning quickly, and applying insights to improve products and processes.

You have a history of influencing without direct authority through strong communication and relationship-building.

You are willing to engage in hands-on product work, including writing specs, reviewing designs, and validating hypotheses.

Nice to have

Experience building and scaling AI or agent-based products and platforms.

Background in conversational design, natural language processing, or human-computer interaction.

Experience working directly with enterprise customers in a SaaS or payments context.

Knowledge of AI infrastructure, model integration patterns, and observability for AI systems.

Familiarity with Stripe's products, APIs, and developer ecosystem.

Experience mentoring product managers or leading product discovery initiatives.

Practical notes

This role is based in San Francisco, California, and requires relocation to the area within a reasonable timeframe.

Eligible candidates must be authorized to work in the United States without sponsorship for this position at this time.

No specific travel, visa, or application deadline information is provided in the source material.