This critical role is focused on maximizing retention by delivering a seamless, valuable, and consistent service through a hybrid digital and human approach, directly improving product adoption and customer engagement.

You will establish a digital-first baseline of automated touchpoints for all scaled (downmarket) customers, complete with clear, data-driven escalation paths to human support for complex issues.

Simultaneously, you will deliver workflows and automation that enable our Customer Success Architects to work faster and smarter.

The ideal candidate thrives at the intersection of process, technology, and customer experience, and will be responsible for creating the playbooks and automations required to service a large volume of customers effectively and efficiently.

Responsibilities:

• Define and execute the comprehensive digital Customer Experience (CX) strategy to align with overall business objectives, maximize customer value, and proactively address the needs of the scaled segment.

• Architect and deploy efficient and effective digital workflows for core customer journeys, including standardized customer onboarding and continuous lifecycle engagement programs.

• Manage end-to-end digital programs (e.g., onboarding, adoption campaigns, renewal notifications) tailored for the scaled customer segment.

• Design and execute campaigns using digital channels (email, Slack, webinars, etc) to drive feature adoption and sustained product engagement.

• Continuously test, measure, and iterate on program performance to improve conversion rates, customer satisfaction scores (CSAT), and other key performance indicators (KPIs).

• Design the escalation logic and scoring models that trigger human intervention from automated sequences.

• Support the growth of our business by automating workflow elements for our higher-touch Enterprise team, such as programmatically identifying and flagging customer risk and surfacing high-value upsell opportunities.

• Create and document clear, repeatable operations playbooks and Standard Operating Procedures (SOPs) for key digital customer journeys.

• Serve as the primary liaison, working with Customer Success, Product, Sales, and Marketing teams to ensure alignment, gather requirements, and guarantee the effective execution of all digital CX initiatives.

• Collaborate with our data engineering and ops teams to ensure data cleanliness and segmentation accuracy within our customer systems to enable highly targeted and personalized digital outreach.

• Own, track, and analyze key program metrics and operational KPIs (e.g., digital engagement rates, adoption rates, churn reduction, customer health scores).

• Provide regular, insightful reporting to leadership and relevant stakeholders on the overall effectiveness, performance, and impact of digital programs within the scaled customer segment.

• Stay current with industry trends, emerging technologies, and best practices in digital CX. Iterate on programs based on direct customer feedback and data-driven insights.

We're Looking For Someone Who Has:

• 5+ years of experience in Program Management, Customer Success Operations, Digital Success, or a related role, preferably supporting a high-volume, scaled customer segment with hybrid digital/human experience and/or pooled coverage (B2B SaaS experience is a plus).

• Demonstrated experience in building, launching, and scaling digital programs designed to influence customer behavior (adoption, engagement, retention). Proven impact on activation and value adoption (beyond open rates/clicks)

• Strong operational skills, with expertise in process mapping, creating playbooks, and defining automation requirements.

• Proficiency with CRM systems, Marketing Automation platforms, and CS software.

• Excellent analytical skills and a data-driven approach, comfortable using data to tell a story and make recommendations.

• Excellent written and communication skills

• Strong process and project delivery discipline

• Eager to learn new technologies and adapt to evolving customer needs

We'd Be Extra Excited For Someone Who Has:

• Familiarity with Mixpanel, or a similar analytics tool, including familiarity with analytics implementation methods like SDKs, Customer Data Platforms (CDPs), and Event Streaming.

• Ability to build, script, or configure custom solutions to drive process automation or custom workflow creation.

• Experience writing SQL queries to pull, validate, and analyze customer data directly from a database.

• Experience architecting systems and data flows

• Familiarity with analytics best practices across business segments and verticals

XML job scraping automation by YubHub

We are seeking an experienced Technical Partner Manager to lead technical partner engagements within our Global Partner Engineering & Operations (PE&O) team. In this role, you will own relationships with Stripe's AMER bank partners, overseeing partner technical integrations and performance.

Responsibilities

• Serve as the primary technical and operational contact for key financial partners, fostering and maintaining strategic relationships and technical collaboration.
• Work with internal Engineering, Product, and Partner Management teams and external partners to define and deliver technical onboarding and integrations, ensuring performance SLAs are met.
• Define, implement, and monitor partner health and performance metrics to meet and exceed partner expectations.
• Collaborate with Product, Engineering, and Partnerships to drive reliability and product efficiency; lead alignment for the Global Banks pillar's technical and operational needs.
• Oversee and scale incident response processes, coordinate RCA (root cause analysis), and drive prevention and remediation plans.
• Analyze operational data to identify trends and recommend improvements that streamline partner operations and enhance the Stripe experience.
• Build and manage relationships with Bank partner senior technology/operations counterparts; facilitate engagement between Stripe leadership and partner stakeholders.

Requirements

• 5+ years of experience in technical partner/account management, operations, or strategic project management within payments or fintech; direct experience working with bank partners preferred.
• Experience in banking, e-commerce, or payments, with a solid understanding of payment technologies and platform-to-partner integrations.
• Strong technical judgment: ability to assess critical aspects of service and software integrations and apply best practices for operational efficiency.
• Proven track record managing medium- to large-scale technical projects with external partners and internal stakeholders.
• Strong analytical and problem-solving skills; able to use data to drive decisions.
• Excellent written and verbal communication skills; comfortable engaging with diverse internal and external audiences (business development, product, engineering, operations).
• Flexibility to be on-call during seasonal peaks and provide staggered time-zone coverage in a global, live service environment.
• Willingness to travel (~30%) for partner visits and business/service reviews.

Preferred Qualifications

• Bachelor's degree in Computer Science, Business Administration, Operations Management, or a related field; Master's degree or MBA preferred.
• Working proficiency with databases and SQL for partner-facing data analysis.
• A user-first mindset and strong sense of urgency to scale products and operations through partnerships.

XML job scraping automation by YubHub

We are seeking an Industrial Engineer Intern who will support and directly impact how we build and scale our autonomous service vessels. This is a hands-on experience, which will allow you to apply your academic knowledge in a real-world setting and contribute to projects that significantly impact national security and maritime innovation.

Responsibilities

• Support the design and development of hardware and software systems for ASVs

• Collaborate with cross-functional teams to troubleshoot and refine ASV prototypes

• Ensure vessel designs support mission-specific operational requirements

• Document progress, prepare and write reports, and present findings to the team

• Work on manufacturing-related projects, aimed at improving efficiency, organisation, and scalability of our production processes

• Improve manufacturing floor layout and organisation

• Drive process improvement initiatives through time studies and workflow analyses

• Assist with database analysis for production tracking and planning

• Contribute to light tool and fixture design as needed

• Support the implementation of lean manufacturing principles

Qualifications

• Currently enrolled in a Bachelor's or Master's program in Industrial Engineering or a related field

• Familiarity with manufacturing principles

• Familiarity with robotics, autonomy, or maritime and control systems

• Strong analytical and problem-solving skills

• Ability to work independently and collaboratively in a fast-paced environment

Physical Demands

• Prolonged periods of sitting at a desk and working on a computer

• Occasional standing and walking within the office

• Manual dexterity to operate a computer keyboard, mouse, and other office equipment

• Visual acuity to read screens, documents, and reports

• Occasional reaching, bending, or stooping to access file drawers, cabinets, or office supplies

• Lifting and carrying items up to 20 pounds occasionally (e.g., office supplies, packages)

Additional Information

This role requires access to export-controlled information or items that require 'U.S. Person' status. As defined by U.S. law, individuals who are any one of the following are considered to be a 'U.S. Person': (1) U.S. citizens, (2) legal permanent residents (a.k.a. green card holders), and (3) certain protected classes of asylees and refugees, as defined in 8 U.S.C. 1324b(a)(3).

XML job scraping automation by YubHub