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:

Meet our team
PayPal’s Service Experience organization is focused on winning, keeping, delighting, and doing more for the 430M consumers and merchants on PayPal’s platform. This team has end-to-end accountability for driving delightful and profitable support and service experiences in markets around the world. The team ensures seamless execution, drives profitable growth, and supports the global sales and distribution of PayPal’s products and services.

Job Description
Scope and complexity
Reporting to the Vice President of Service Experience Product, this technical leader will spearhead the transformation of PayPal's service communications infrastructure to optimize customer interactions and reduce friction across both merchant and consumer journeys. This leader will employ a data-driven approach, leveraging their expertise in technical product management and strategic service communications to lead cross-functional teams in executing a unified service personalization strategy. The leader will also directly manage a large Content organization and be responsible for expanding its scope to cover end-to-end service communications while reducing operational expenses through helping the team embrace an AI-first culture.
The Senior Director, Service Experience Personalization is expected to play a critical role in leading projects from idea generation to operational execution.

Job Description:

Job Description

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

Develop and Lead Service Personalization Strategy

• Identify and quantify key "moments that matter" in the customer journey for personalization opportunities and apply advanced analytics tools to measure impact.
• Spearhead the use of AI and machine learning tools to create a personalized service architecture that aligns with PayPal’s strategic goals and enhances customer decision-making and loyalty.
• Establish and cultivate partnerships with leading AI technology providers to integrate state-of-the-art personalization solutions, ensuring that PayPal remains at the forefront of innovation in service delivery.
• Evaluate, select, and implement AI and analytics tooling that enables the effective capture and processing of customer data, ensuring seamless personalization capabilities across platforms.

Team management

• Manage a 20+ person personalization organization, measuring customer impact, scale expansion, and efficiency.
• Champion culture change and new cross-functional connections.
• Provide guidance and mentorship to high performers. Empower employees to upskill when appropriate. 

Cross-Functional Collaboration

• Work with Product Managers, Engineers, and UX/UI Designers to ensure cohesive communication strategies during product launches and updates, emphasizing best practices in service design.
• Work alongside Marketing and Global Communications teams to embed service personalization efforts into overarching communication initiatives, ensuring integration across all customer touchpoints.

Customer Experience 

• Drive adoption of high-quality, AI personalized content – including SMS, emails, FAQs, help articles, and customer service scripts; tailored to support technical accuracy, customer understanding, language translation, and adaptive tone.
• Utilize sentiment analysis and advanced data analytics to assess customer feedback from diverse channels, informing real-time adjustments to messaging strategies and service communications.

Measurement and Reporting

• Establish and manage key performance indicators (KPIs) that quantify the effectiveness of service personalization initiatives and overall impact on customer engagement and satisfaction.
• Extract insights for refining personalization models based on user behavior and competitive expectations.
• Create comprehensive reports that analyze the performance of communication strategies, offering insights for continuous improvement and strategic adjustment.

What to Bring

• ~18 years of experience leading diverse, cross-disciplinary technical Product teams, focusing on driving strategy and innovation to solve complex challenges to improve customer experience.
• Strong collaborative skills with a demonstrated ability to execute effectively in a fast-paced, matrixed, relationship-oriented organization, navigating ambiguity while driving strategic initiatives.
• Demonstrated ability to build deep relationships across Product, Engineering, Marketing, Operations and Commercial teams to achieve business outcomes.
• Consistent record of success in delivering commercial and technical product impact across multiple dimensions.
• Proven effective collaborator with high execution quotient, operating in a fast- moving, matrixed, relationship-focused environment. Clear comfort with ambiguity and evolving strategies.
• Compelling communicator and culture carrier, driving change effectively across a diverse population of employees and partners
• Continuous improvement mindset with a bias toward action.
• Global and domestic travel – up to 20%.

Subsidiary:

PayPal

Travel Percent:

0

-

PayPal is committed to fair and equitable compensation practices.

Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.

The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit https://www.paypalbenefits.com.

The U.S. national annual pay range for this role is

$144800 to $319000

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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