- Location
- Mexico City · Mexico Locations
- Department
- Operations
- Seniority
- Lead
- Experience
- 6+ years
Description
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
The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. Stripe’s People & Places Operations team will sit within the SDC and is a highly collaborative, cross-functional team that drives key support for the People and Places function. We work with many different teams at Stripe. We are nimble and flexible individuals that can wear many different hats. We don’t mind working through ambiguity and love adding organization to chaos. We believe that success is not defined by any one individual, but rather by the collective work of the entire team
What you’ll do
Responsibilities
- Provide strategic and operational leadership for the newly-formed People Support team in CDMX, translating the global Core Ops strategy into an effective local operating model.
- Lead and develop a small team People Support specialists through clear expectations, regular coaching, actionable feedback, and quality calibration.
- Establish local team practices, coverage, escalation paths, and ways of working that integrate effectively with the global People Support organization.
- Manage daily operations, including queue health, workload allocation, service levels, and escalations, while contributing directly during the team’s ramp or periods of high volume.
- Use service metrics, case trends, and feedback to set priorities, identify root causes, and improve workflows, documentation, and the user experience.
- Partner with People, People Systems, and specialist teams to clarify ownership, improve handoffs, and implement global initiatives locally.
- Maintain high standards for case handling, written responses, documentation, data accuracy, privacy, and operational controls.
- Identify opportunities to expand the CDMX team’s capabilities and use AI tools thoughtfully to improve service quality, operational efficiency, and the team’s ability to scale.
Skills
- Strategic and operational leadership, including the ability to establish new team practices while contributing directly to service delivery.
- Strong people leadership, coaching, communication, and stakeholder-management skills.
- Sound judgment and attention to detail when handling complex or ambiguous People matters.
- Ability to analyze operational data, identify patterns, set priorities, and turn insights into practical improvements.
- AI fluency, including the ability to use AI tools appropriately, assess output quality, protect sensitive data, and recognize when human review is required.
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
- 6-8 years of experience in People operations, shared services, support operations, or a related field, including 2+ years leading or managing others.
- A graduate or postgraduate qualification in human resources or a related discipline, or equivalent practical experience.
- Experience establishing or developing a new team, service, location, or operating model.
- Experience managing case queues, escalations, service levels, and operational quality.
- Experience leading operational improvements or implementing global initiatives within a local team.
- Experience with People systems and case-management tools, such as Workday or comparable platforms.
- Understanding of core People processes, including worker data, benefits, talent mobility, equity, compensation, and exits.
- Ability to balance immediate operational needs with longer-term team development and scalability.