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:

What you need to know about the role

Come join our innovative PayPal Global Customer Services, Voice of Customer Insights Team to help deliver best-in-class customer experiences. This position plays a strategically important role in driving customer experience and business value through continuous improvement and re-engineering of core product, process, policy and self-help experiences. The successful candidate will be a dynamic, self-motivated, enthusiastic individual who is well versed in the principles of customer service improvement.

The ideal candidate will be an advocate for a customer centric culture in which continuous improvements opportunities are promoted, recognized and adapted within the organization and will act as agent of change within PayPal’s Global Customer Service environment.

Meet our team:

The VOC (Voice of Customer) Team is customer focused. We turn customer feedback into actionable insights for our business partners. We help improve the customer experience through continuous improvement and re-engineering of core product, process, policy, and self-help experiences.

Job Description:

Your way to impact

• Strong problem-solving skills
• Comfortable in transforming data sets into actionable insights
• Excellent analytical and numerical aptitudes
• Very strong written and verbal communication skills, with the professional confidence and credibility to effectively engage and interact with senior leaders. 
• Proficient is MS Excel and MS PowerPoint
• Working knowledge in relevant reporting technologies: Tableau, Looker, MicroStrategy
• Ability to drive change and lead transformation within a dynamic organization
• Detail-oriented, conscientious, thorough, and accurate
• Ability to step back and analyze at a broader level, while still being detailed oriented, conscientious, thorough, and accurate
• Ability to work independently as well as in a team, manage ambiguity, think creatively and to flex depending on changing priorities and deadlines

Your day-to-day

• Advocate for improvement to the customer experience across the product, self-help, policy and customer service experiences.
• Identify customer pain points and execute against these directly or by framing up the pain points in a manner that product partners can execute against.
• Collaborate across cross functional teams (e.g., product management, engineering, UX design, Risk, operations) to identify opportunities to improve the customer experience
• Ensure a smooth translation of customer focused initiatives into the product roadmap. 
• Partner with data analytics resources to understand cost impacts of pain points and of the business opportunities to improve.  
• Leverage data to build insights about business performance throughout the customer lifecycle.
• Support the creation of business cases to ensure prioritization of the changes needed.
• Provide the story behind the key performance metrics specific to the VOC tier 1 contacts.
• Support the analysis of the solutions implemented e.g., impact assessment on customer effort as well as CS efficiency.  

What do you need to bring

• Bachelor’s degree in a related discipline
• Minimum of 3+ years Process Improvement/ Project Management operations/customer service experience within a multinational, fast moving operations
• Proven experience of delivering positive change in ways of working, through transformational projects.
• Experience in intake and ticketing processes
• Ideally has project management certification (e.g. PMI, Prince)
• Ideally has six sigma/lean qualification
• Highly experienced user of Microsoft Office tools
• Multi-lingual a plus

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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