Workforce Manager, Service Delivery

Stripe (View all Jobs)

Singapore

Please mention No Whiteboard if you apply!
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Interview Process

1. Programming/debugging phone screen 2. On-site with your own laptop/setup and full access to internet. Interviews include systems design, 45 min practical coding question, integrating an API exercise, debugging, and talking with hiring manager about team alignment.

Programming Languages Mentioned

SQL


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

What you’ll do

The Workforce Management team at Stripe helps manage our growing support operations network of both internal and external resources by consulting on operational change initiatives, modeling support requirements, and managing workload and resource allocations for optimal User experience.

Responsibilities

  • Build planning and service delivery processes structurally and methodically with an eye toward strategic impact and process improvement 
  • Coordinate effort with operational and vendor program managers to scope and manage implementation of new support, product and market offerings/launches

  • Oversee execution of Workforce Management across our outsourced operations working directly with BPO partners to develop staff models that meet requirements

  • Consult with senior stakeholders and business leaders to guide decision making and align expectations and operational execution

  • Conduct regular check-ins with outsourcing partners and calibrate their operational approach to ensure they meet our requirements efficiently

  • Dig deep into service failures using SQL and Tableau to find root causes and implement corrective actions

  • Partner with other members of the Workforce Management team to deliver on service objectives

  • Proactively communicate with stakeholders providing performance updates, plans to improve/maintain and guidance on future performance

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

  • 5+ years in contact center operations/workforce management/staffing/resource planning 

  • SQL, Tableau or comparable tools knowledge to perform data analysis independently

  • 3+ years experience in process optimization for mid-large operations

  • Six Sigma certification Green Belt or equivalent 

  • Excellent communication skills

Preferred qualifications

  • Project  Management experience
  • WFM Tools knowledge
  • Outsourcing knowledge

Please mention No Whiteboard if you apply!
I'm a one-man team looking to improve tech interviews, and could use any support! 😄


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