Job Description

The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. 

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards.  Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade. 

Our beliefs are the foundation for how we conduct business every day.  We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Description Summary:

We are seeking a Conversational Experience Product Manager who is passionate about solving customer problems and creating experiences that are elegant and effective. You will define, document, and refine frictionless end-to-end service and support experiences for our chatbot and voice (IVR) technologies including Generative AI-powered experiences.
The Applied AI Platforms team provides the technologies and experiences that power our chatbot (PayPal/Venmo Assistants) and IVR applications.

Job Description:

Your way to impact

• You are someone with the ability to cut through the noise and focus on what really matters.
• You will collaborate with technology, data, and business stakeholders to transform user needs across key moments of the customer journey into natural, engaging, and consistent experiences using conversational AI technology.
• You are customer-centric, continuously demonstrate strategic & analytical abilities, and are laser-focused on executing at scale. If you can succeed in a matrix environment, where success is dependent on your ability to collaborate with cross-functional partners in a positive, productive, and transparent way; you are encouraged to apply.

Your day-to-day

In your day-to-day role you will:

• Work closely with the Product, UX, Engineering, Data Analytics teams to define, deliver, and refine conversational AI experiences that are effective, engaging, and consistent across all modalities.
• Create sample dialogs, conversational flow diagrams, and prototypes to effectively communicate voice and text interactions and ideas.  This will include for more traditional dialog tree based experiences as well as Agentic AI powered experiences.
• Conceptualize and iterate on end-to-end flow specs and prototypes for conversational user interfaces and content.
• Perform analysis of conversation paths and flows to identify opportunities and inform future improvements and refine the production AI Agents.
• Apply concepts and practices related to Natural language Processing/Understanding, sentiment analysis, Agentic AI, dialog flows, text-to-speech, and speech-to-text to the conversational discovery process.
• Analyze current customer experiences to define friction points and create seamless and effortless experiences.
• Educate internal colleagues and stakeholders to understand the key concepts of conversational flow creation and AI Agents.
• Build trust and effective relationships with peers/cross-functional teams and provide leadership across the product, engineering, and business teams.

What do you need to bring

• 3+ years experience in defining conversational experiences for voice/chat.
• Some experience in defining and planning for Generative AI and Agentic AI powered experiences
• Understand how data from API calls, databases, and other underlying technologies fit into experience  and collaborate with developers on solutions.
• Strong ability to translate product needs into usable product requirements, conversational flows/specs.
• Detail-oriented, unfazed by technical detail, committed to flawless execution.
• Customer-centric mindset with empathy for the user experience
• Ability to participate in technical discussions and help make technical trade-offs.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

Our Benefits:

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

Who We Are:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion 

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law.  In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentaccommodations@paypal.com.  

Belonging at PayPal: 

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.

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