资本催收运营项目经理
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Operations Program Manager, Capital CollectionsStripe · US-NYC or US-SF
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职位描述
机器翻译我们是谁
关于 Stripe
Stripe 是一个面向企业的金融基础设施平台。数百万家公司——从全球最大的企业到最有抱负的初创公司——都在使用 Stripe 来接受付款、增长收入并加速新的商业机会。我们的使命是提升互联网的 GDP，而我们面前还有大量工作要做。这意味着你拥有一个前所未有的机会，在从事你职业生涯中最重要工作的同时，让全球经济触手可及。
关于团队
我们的催收团队专注于有效回收逾期的 Stripe Capital 贷款，同时保持积极的用户体验。我们致力于在高效催收的必要性与以客户为中心的方法之间取得平衡。通过与 Stripe 价值观和 PXO（产品体验运营）标准保持一致，我们努力提升回收率并简化运营，确保在每一步都为客户提供清晰的信息和支持。
你将做什么
作为运营项目经理，你将负责并持续演进推动我们催收运营的项目——同时贴近实际工作本身。你将直接处理复杂案件，以建立深入的流程知识和客户同理心，并利用这些洞察设计可扩展、数据驱动的改进方案。你的工作将涵盖项目战略、实际案件处理、跨职能协作和运营扩展，以改善回收率、客户体验和合规等关键目标。
职责
• 案件处理与流程专长——端到端负责复杂且升级的催收案件，建立对客户痛点、流程缺口和监管细节的第一手理解，为项目决策提供依据
•
岗位职责
作为运营项目经理，你将负责并持续演进推动我们催收运营的项目——同时贴近实际工作本身。你将直接处理复杂案件，以建立深入的流程知识和客户同理心，并利用这些洞察设计可扩展、数据驱动的改进方案。你的工作将涵盖项目战略、实际案件处理、跨职能协作和运营扩展，以改善回收率、客户体验和合规等关键目标。
• 案件处理与流程专长——端到端负责复杂且升级的催收案件，建立对客户痛点、流程缺口和监管细节的第一手理解，为项目决策提供依据
• 项目战略与执行——设计、启动并管理与企业目标、监管要求和客户体验目标一致的催收项目
• 扩展与流程优化——识别自动化、标准化和扩展催收运营的机会——在业务量增长的同时减少人工投入，并提升效率与一致性
• 合规与质量保证——确保所有催收活动符合监管和政策要求。建立并维护 QA 框架——包括审计和校准——以维护质量标准
• 数据与绩效管理——通过分析监控项目绩效，识别趋势和改进领域，并制定数据驱动的策略以优化结果
• 跨职能协作——与产品、工程、合规和运营团队合作，使催收项目与平台能力保持一致，并推动长期的系统性改进
• 文档与赋能——建立并维护流程文档、操作手册和培训材料，赋能团队并减少知识孤岛
任职要求
我们在寻找一位既能深入复杂案件细节，又能进行服务数千名客户的项目战略设计的人。你是一个积极主动的问题解决者，不断挑战现状，并推动催收运营方式的创新。如果你符合以下最低要求，我们鼓励你申请。
最低要求
• 3 年以上项目管理经验，专注于运营流程设计、实施和扩展
• 愿意并有能力在承担项目职责的同时亲自处理案件
• 出色的问题解决能力，能够利用数据推动决策并衡量影响
• 优秀的沟通能力——能够自如地向技术和非技术受众传达复杂或敏感话题
• 有在快节奏、高增长且优先级不断变化的环境中管理多个并行项目的经验
• 有金融服务或金融科技经验，尤其是催收或贷款运营方面
• 熟悉自动化工具和技术，包括具备 SQL 的实用知识
• 有变革管理经验——将举措从构想推进到规模化执行
• 有合规敏感环境的背景，并了解相关监管框架
• 有设计或管理 QA 项目的经验，包括审计方法、评分校准和质量反馈闭环
以上内容由机器翻译自动生成，可能存在错误；投递前请以雇主原文为准。
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职位描述
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
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
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岗位职责
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.
• 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
任职要求
We're looking for someone who is equally comfortable in the details of a complex case and in the strategic design of programs that serve thousands of customers. You are a proactive problem solver who constantly challenges the status quo and pushes for innovation in how collections operations run. If you meet the minimum requirements below, we encourage you to apply.
Minimum requirements
• 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
• 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