Head of Learning & Quality, Stripe Delivery Center

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 As the Stripe user base and global footprint grow dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Stripe Delivery Center (SDC) provides operational leverage and expands the Stripe portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. Our support experience leverages deep understanding of our products, the financial industry and money movement, and our customers' products and users, and requires us to invest significant resources into building this experience ourselves with talented teams of Stripes. What you'll do As a Head of Learning and Quality, SDC, you will be responsible for building the strategy for both the spaces of Training, Learning, and Development and Quality, hiring and growing the teams, executing per plans, and playing a critical role in building a world-class organization that learns continuously and delivers excellent quality output. For Learning and Enablement, you will ensure a high and consistent bar for learning and development across all stages of the employee lifecycle, from onboarding to professional development that supports Stripe's broader strategies. You will work closely with Ops leaders from different lines of business and central Enablement and Training teams to customize training needs and build a robust training program that will support SDC scale and growth. For Quality, you will need to collaborate effectively with Global Central Learning team to build the relevant quality audit frameworks that will be applied for different lines of business, plan and hire quality analysts, perform rigorous quality analysis, share findings and insights, and work with Ops leaders across the organization to keep pushing the bar on overall quality. This role will also be pivotal in building robust feedback frameworks for product, process, and workflow changes that improve the overall performance of the business. Responsibilities Be responsible for delivering high-quality training for all lines of business for SDC globally—own the complete management of our L&D programs: facilitation of onboarding and training curricula, auditing our training processes, conducting gap analysis, and evaluating the impact of learning interventions Build training frameworks, work with Ops leaders for an execution strategy, work with cross-functional partners to influence content strategy, and measure training effectiveness Coordinate a growing team of on-site and remote facilitators, SMEs, coaches, and QAs Work closely with Stripe learning teams to define both the long-term strategy and the short-term tactics for high-impact training initiatives Conduct assessments and analysis to identify and address new development needs Build and execute a robust professional development framework for SDC, driving both improvements in growth within Stripe and reducing churn Be responsible for identifying and building a robust quality audit framework for various operations at the SDC Rigorously measure quality of operations, share insights and corrective actions with Ops Leaders, and ensure that the bar for quality keeps going up Partner closely with all Ops Leaders of various lines of business in continuously identifying evolving needs in areas of training and quality, and cater to the needs. Build strong relationships with cross-functional leaders to ensure consiste