Product Manager, Support Experience
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At a glance
- Employment type
- Full-time
- Workplace
- Hybrid
- Category
- Product / Owner
What you'll be doing
As a Product Manager for Support Experience at Stripe in Dublin, you'll improve outcomes for Stripe’s user-facing AI agent, building agent capabilities and collaborating with UX and platform teams to solve customer problems at scale. The role emphasizes hands-on work with AI-driven conversational experiences.
- Make Stripe’s conversational AI agent as capable and effective as human agents by identifying customer problems and building solutions
- Be opinionated on the UX for conversational AI, identifying necessary primitives for success
- Build, ship, and iterate on AI skills and help build enabling systems
- Create continuous improvement loops from problems to scaled AI solutions
- Redefine quality standards for agentic conversations
- Partner with Conversation UX and Platform teams to unlock novel AI agent capabilities
Key requirements
Must-have
- Relentless user focus
- Comfort with ambiguity
- Strong technical skills
- 7–12+ years of industry product management experience
- Deep user empathy and high bar for user experience
- Experience leading cross-team initiatives from ideation to execution
- Technical expertise in leading technical products and/or background in computer science or similar
- Strong written and verbal communication skills
Experience: 7–12+ years of industry product management experience
Role signals
- Technical focus
- AI-driven product management, conversational UX
- Hands-on vs management
- Hands-on
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Full job 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 Support Experience group develops and applies technology at all points of the user support journey to solve customer problems at scale, keeping millions of businesses running and unlocking growth across Stripe’s product suite.
What you’ll do
As a Product Manager for Support Experience, you will be responsible for improving the outcomes of Stripe’s user-facing
AI agent that holds 100k+ conversations per week.
You’ll be at the forefront of applied AI, solving problems for businesses and consumers, and redefining what great can look like.
You’ll directly build agent capabilities to solve real-world user problems. That means getting hands-on with prompts, evals, skills, tools and the machinery that lets you introspect and identify opportunities within the conversational experience.
Responsibilities
-
Make Stripe’s conversational AI agent as capable and effective as our best human agents by identifying customerproblems and building solutions to them.
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Be opinionated on the UX for conversational AI - the best experiences are a hybrid of UI and conversation - you’llneed to identify the primitives we need to build to be successful.
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Build, ship and iterate on AI skills, and help build the systems that enable the rest of Stripe to do the same.
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Create continuous improvement loops from problems to scaled AI solutions and relentlessly accelerate those loops.
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Redefine how we think about quality for agentic conversations.
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Partner with the Conversation UX and Platform teams to unlock novel capabilities for the AI agent
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.
Minimum requirements
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Our ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills, andhave the desire to create something new.
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7–12+ years of industry product management experience (does not include internships or co-ops)
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Deep user empathy and a high bar for user experience
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Experience leading cross-team initiatives from ideation to execution
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Technical expertise: You’ve led technical products and/or have a background in computer science (or similar)
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Strong written and verbal communication skills
Interview prep pack
Grounded in this listing. Use it to prepare examples before you apply.
Your interview focus
You will drive the evolution of Stripe's AI-powered support agent, focusing on user experience, technical innovation, and cross-team leadership. Expect to be assessed on your ability to deliver impactful AI solutions, shape conversational UX, and lead initiatives from concept to launch.
- Conversational AI product management·High
- User experience design·High
- Technical leadership·High
- Cross-functional collaboration·High
Only have 30 minutes?
Follow a focused preparation plan based on this job.
Start 30-minute prep
Your 30-minute plan
Review Conversational AI Trends
0–8 minSkim recent articles or case studies on conversational AI, focusing on support applications and hybrid UX.
Prepare Product Leadership Stories
8–15 minOutline 2-3 examples where you led technical products, emphasizing cross-team work and user impact.
Analyze Data-Driven Product Iteration
15–23 minRecall a time you used data to improve a product, noting metrics, actions, and outcomes.
Research Stripe’s Support Experience
23–30 minRead Stripe’s documentation or blog posts about support and AI to understand their approach and priorities.
Talking points
, 6 itemsConversational AI Product Management
You will be responsible for improving Stripe’s AI agent, so understanding how to manage and iterate on conversational AI products is essential.
User Experience in Conversational Interfaces
The role demands a high bar for UX and the ability to blend UI with conversation, making knowledge of conversational UX critical.
Technical Product Leadership
You need to demonstrate technical expertise and experience leading technical products, as well as hands-on work with AI systems.
Continuous Improvement Loops
Creating and accelerating feedback loops from user problems to scalable AI solutions is a core responsibility.
Cross-team Initiative Leadership
You will lead initiatives across multiple teams, so experience in cross-functional collaboration and driving projects from ideation to execution is vital.
Quality Metrics for Agentic Conversations
Redefining and measuring quality in AI-driven conversations is a key part of the role.
What to research
, 3 itemsConversational AI Product Strategy
Expect deep questions on how you would shape, iterate, and measure the success of Stripe’s AI support agent.
User Experience in Hybrid UI/Conversation
Be ready to discuss how you design and evaluate user experiences that blend UI and conversational elements.
Cross-functional Leadership
Prepare to demonstrate your ability to lead initiatives across UX, platform, and engineering teams.
Questions to ask
, 6 itemsHow does the Support Experience team define success for its AI agent?
Why ask this? Clarifies expectations and what outcomes matter most in the role.
What are the biggest challenges currently facing the conversational AI agent?
Why ask this? Reveals technical and product hurdles you may help solve.
How do product managers collaborate with Conversation UX and Platform teams?
Why ask this? Shows how cross-functional work is structured and supported.
What is the process for iterating and shipping new AI skills?
Why ask this? Helps you understand the pace and structure of product development.
How does Stripe gather and act on user feedback for support experiences?
Why ask this? Clarifies how user empathy and feedback loops are built into the process.
What opportunities exist for shaping the future direction of the AI agent?
Why ask this? Shows how much influence you can have on product strategy.
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