Head of Learning & Quality, Stripe Delivery Center

ABOUT THE ROLE We are seeking an experienced Head of Learning & Quality to lead the development of a world-class organization at Stripe's Delivery Center. This role will be responsible for building the strategy for Training, Learning, and Development, as well as Quality, and for hiring and growing the teams to execute on these plans. As a key member of the Stripe Delivery Center team, you will play a critical role in building a continuous learning culture and delivering high-quality output. WHAT YOU'LL DO As the Head of Learning & Quality, you will be responsible for delivering high-quality training for all lines of business globally, owning the complete management of our L&D programs, and building training frameworks. You will work closely with Ops leaders to customize training needs and build a robust training program that supports Stripe's broader strategies. You will also be responsible for identifying and building a robust quality audit framework for various operations at the SDC, rigorously measuring quality of operations, and sharing insights and corrective actions with Ops Leaders. In addition, you will: - 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 - 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 - Develop and manage various processes necessary to allow the Quality and Training organization to operate effectively WHAT YOU'LL NEED To be successful in this role, you will need: - 12+ years of experience setting up and leading Quality teams or Training teams or both, with prior relevant experience in a high-growth technology company - Proven success building processes and training systems that deliver consistent, high-quality results and a human-centric approach to education and culture building - Proven experience in building a strong Quality assurance organization, measuring ops delivery quality and improving it - Strong operational background and a track record of making data-driven decisions to problem solve amidst fast-paced and highly ambiguous environments - Experience working with multiple operational teams with highly complex products, working across global time zones, and lines of business - Experience in running a centralized organization, getting buy-in from senior stakeholders, and building strong relationships with cross-functional leaders WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere and be part of a global team. You will be able to collaborate with colleagues across different time zones and work on projects that have a significant impact on the company's growth and success. BENEFITS Stripe offers a competitive salary and benefits package, including health insurance, parental leave, education stipend, and a flexible schedule.