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About Collective: Collective is on a mission to redefine the way businesses-of-one work. Our technology and team of trusted advisors help members achieve financial independence by taking care of everything from business incorporation to accounting, bookkeeping, tax services, and access to a thriving community, all in one integrated platform. We believe in empowering self-employed people to enjoy the same tax savings that big companies get, so they can focus on their passion, not paperwork. Featured in Forbes, Business Insider, Yahoo, Bloomberg, Financial Times, TechCrunch, and more. We are backed by General Catalyst, Sound Ventures (Ashton Kutcher and Guy Oseary), QED Investors, Google’s Gradient Ventures, Expa, and other investors who have financed iconic companies like YouTube, Substack, Twitch, Box, Hims, Instacart, and Lyft. About the role: Member Success exists to get members the most value out of their membership through outreach that happens before they ask, not tickets answered after they do, and that only works if the team delivering it is well-coached and protected from overflow. As Manager, Member Success, you own that day-to-day for roughly half the team, about 10–12 MSMs, including the Senior MSMs who already operate as player-coaches. You report to the Sr. Manager, Member Success, who owns the function's overall strategy; you own making the daily work right for your group, without exception. You lead from the front, not the sidelines: you're in the room modeling the standard, not just describing it in a 1:1, and you catch what's slipping before it becomes a pattern instead of a retro topic. You don't carry a permanent book, but you're never far from one: coverage gaps, escalations, and coaching moments put you in the queue and on the call. Beyond the daily work, you're accountable for how your team spends its time and its money, comfortable pulling your own numbers to know exactly where things stand, and invested in making sure your MSMs get real value out of the AI tools Collective is rolling out. What you’ll do - Run the team’s daily engine. Own the daily and weekly operating rhythm, queue health, call coverage, SOP and metric hygiene, so your team hits the service-level bar (24-hour response, 5-day resolution, 90%+) every week, not just when things are calm. - Build a deep bench. Coach and QA your MSMs’ calls and written communication daily, develop judgment over just output, and turn your Senior MSMs into real player-coaches, addressing underperformance head-on before it becomes a pattern. - Keep your team focused on high-value work. Partner closely with Service and Support so handoffs stay clean, surface friction early so it gets fixed at the source, and make the day-to-day coverage and staffing calls yourself. - Run your team's economics well. Keep your team's capacity fully utilized, and use credits, refunds, and goodwill gestures as a deliberate tool for protecting member satisfaction and reinforcing retention, not a reflex. - Catch risk before it becomes a story. Escalate member-facing risk and anything compliance-adjacent early, knowing exactly when a case belongs above your desk, run the post-mortem when something misses, and use SLA and time-to-resolution patterns to get ahead of the next one. - Make the work add up. Translate the Sr. Manager’s priorities into targets your team can act on this week, keep them focused on the highest-leverage work, and turn what you’re seeing into real process fixes. What you bring - 5+ years in a client-facing success, support, or account management role in a high-trust, high-value relationship business. - 1–2+ years directly managing people who own ongoing relationships, not just transactions. - Comfortable with the financial and tax concepts your team works in daily, S-Corp structure, reasonable salary, estimated taxes, enough to coach a tough call even though you’re not the one making it. - Data-savvy and self-serve. You’re comfortable pulling your own numbers from whatever system you’re given, building a clean view of how your team is performing, and turning it into something you and your Sr. Manager can act on. - AI-curious and AI-comfortable. You’ve used AI tools to do real work, drafting, summarizing, finding patterns, and you’re genuinely interested in where Collective is taking this, not just tolerating it. - A real coach who leads by doing, not just observing. You can sit with an MSM after a hard call and walk away with both of you knowing what to do differently, not just what went wrong. - Hyper-organized. You can run a tight weekly cadence, 1:1s, pipeline reviews, health check-ins, across 10–12 direct reports without anything falling through the cracks. - A clear, fast escalator. You raise structural problems instead of quietly absorbing them, and you know the difference between a judgment call that’s yours and one that belongs to your Sr. Manager. - Comfortable in our day-to-day stack, AppSheet, Front, Slack, Calendly, and G Suite, and quick to pick up new tools as we add them. Nice to haves - Experience managing player-coaches or senior ICs who mentor others. - Background in financial services, fintech, or tax and accounting services for small businesses. - Experience working alongside a dedicated escalations, financial resolution, or credits/refunds program. What we offer: - Remote-Friendly Environment: Flexibility to work from home while staying connected to the team. Please note that we're open to remote candidates within the U.S. for this role, but Bay Area-based employees follow a hybrid schedule. - Health & Wellness: $200 quarterly reimbursement to support your well-being. - Fresh Lunch: Provided on in-office days for those in a hybrid schedule. - Commuter Support: $150 monthly reimbursement for transit expenses for those in a hybrid schedule. - Health & Wellness: $200 quarterly reimbursement to support your well-being. - Time Off: Flexible PTO plus 14 company holidays. - Comprehensive Coverage: 100% medical, dental, and vision for employees; 75% coverage for dependents. - Parental Leave: 16 weeks fully paid. - Retirement & Ownership: 401k plan plus an equity package. - Team Connection: Quarterly virtual events and an annual in-person summit. #LI-Remote

Listed by Collective for a position based in the United States. Employers on this board attest they are hiring domestically.

FinTech

70 days ago

Technical Program Manager, Link

Stripe · New York, US

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Who we areAbout StripeStripe 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 teamLink is one of the fastest-growing consumer networks in the world, with 300M+ registered consumers. Our core mission is to make commerce seamless, helping merchants drive material gains in conversion and cost savings, while giving consumers a flexible and frictionless digital wallet they love. We're expanding beyond payments into identity and consumer finance, building the premier consumer network for next-generation commerce. In this role, you'd be joining a team that operates at the intersection of consumer experience, payments infrastructure, and financial products. Link spans multiple interconnected workstreams, including payment methods, money movement, fraud and authorization, consumer accounts and identity, and consumer preference, and a TPM here plays a critical role in keeping those threads aligned and moving forward at velocity. Additionally, you’ll work to build integrations between Link and many other parts of Stripe.What you’ll doEffective Technical Program Managers at Stripe always bias towards driving the right solutions for internal and external users, and delivering impact above all else. You'll do this even when it's not the easiest path, and requires difficult trade-off decisions. In this role, you'll help Link scale its consumer network and expand into new product surfaces by driving complex, cross-functional programs that span engineering, product, fraud, identity, and business teams. You'll look ahead and around corners to enable our teams to operate at their best, and identify opportunities to eliminate the unnecessary in delivering results.ResponsibilitiesIndependently define programs across Link's payment, identity, and consumer finance initiatives, including scoping, setting objectives, defining success criteria, and influencing resource allocation to deliver outcomesApply consistent prioritization and decision-making frameworks across your programs, driving high-velocity yet durable decisions that move the team forward without creating downstream debtIdentify obstacles and risks across Link's cross-functional workstreams, proactively communicate them to stakeholders, and develop plans to address and prevent their recurrenceRepresent the voice of Link's consumers and merchants to all stakeholders, translating user needs into clear program objectives and ensuring engineering and product decisions remain grounded in solving real problemsDrive clarity across all stakeholders on goals, problems, and intended outcomes, serving as the connective tissue across Link sub-teams and their upstream and downstream dependencies. Operate similarly across Stripe, representing the Link org to collaborators in peer organizations.Develop a strong point of view on Link's product development strategy and use it to define programs with measurable outcomes, adapting them as the product and user needs evolveUnderstand the technical challenges across Link's systems, payment flows, identity infrastructure, fraud and risk models, money movement, and partner closely with engineering leads to define the most effective path to deliveryWho you areWe’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 requirements10+ years of product management or technical program management experience, including managing programs across all phases of software developmentProven track record of defining and executing complex programs across multiple functions in consumer-facing or payments productsExcellent written and verbal communication skills, with the ability to establish strong relationships with stakeholders and senior leadersProven ability to navigate ambiguity, bring rapid clarity to multi-stakeholder problems, and drive teams toward effective solutionsWorking knowledge of API design and high-level system architecture, sufficient to partner with engineering teams on program deliveryPreferred qualificationsExperience working on consumer network products, digital wallets, or payments platforms at scaleFamiliarity with fraud and risk systems, identity verification, or financial compliance in a consumer product contextExperience working across payments infrastructure and consumer-facing product teams simultaneouslyBackground in collaborating with go-to-market, sales, or merchant-facing teams to deliver cross-functional outcomes

Listed by Stripe for a position based in the United States. Employers on this board attest they are hiring domestically.

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