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.

Scope and complexity
Reporting to the Senior Director, Service Experience Product, this leader will work with PayPal product teams by revolutionizing the way PayPal manages service communications with our customers. With the goal of eliminating customer frictions across merchant and consumer journeys, you will audit, write, recommend, experiment, execute, and measuring a new approach to service communications. Leveraging your prior experience in strategic product and service communications, you will influence teams across PayPal to prioritize and implement execution that (1) reduces contacts while (2) increasing engagement and retention. Your partners include Product, Marketing, Commercial, Operations, and Engineering leads across Merchant, Consumer, and Risk Platform domains.

The Director, Service Experience Personalization is expected to play a critical role in leading projects from idea generation to operational execution.

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

• Opportunistically identify personalization “moments that matter” across the customer journey and quantify impact.
• Leverage AI tools to orchestrate a holistic and personalized service communications strategy that drives customer outcomes while aligning with PayPal’s broader business objectives and customer engagement priorities.
• Partner with senior leaders in Customer Service to define communication goals, key messages, and campaigns that foster customer loyalty, trust, and satisfaction.
• Shape the narrative for customer service across various channels, ensuring consistency in tone, voice, and messaging.
• Work cross-functionally with legal, compliance, and product teams to develop reactive messaging for potential escalations or high-stakes situations.

Cross-Functional Collaboration

• Work closely with the Product, Engineering, Marketing, and Social Media teams to ensure a unified approach to customer communication during service launches, updates, and ongoing engagement.
• Collaborate with the Global Communications team to ensure customer service initiatives are integrated into broader company-wide communications strategies.

Content Creation and Oversight

• Lead the development of written and video content that supports customer service functions, including FAQs, help articles, customer service scripts, and self-service solutions.
• Oversee the creation of customer-facing content for various platforms, including the PayPal website, mobile app, help center, email campaigns, and social media.

Customer Feedback and Insights

• Analyze customer feedback, reviews, and sentiment from multiple channels to adjust messaging strategies and improve service communication approaches.
• Monitor customer service trends and competitive landscapes to ensure PayPal remains an industry leader in customer communication excellence.

Measurement and Reporting

• Establish KPIs and metrics to evaluate the effectiveness of service personalization strategies.
• Report on the impact of communication efforts, ensuring that customer satisfaction, brand perception, and engagement metrics are consistently improving.

What to Bring

• 10+ years of experience in in-product and servicing communications, with at least 5 years in a leadership role, preferably in customer service or a tech-focused company.
• Proven track record in strategic communications, crisis management, and leading cross-functional teams.
• Deep understanding of digital communication tools and customer service platforms. Proficiency in customer relationship management (CRM) tools and analytics software.
• Proven effective collaborator with high execution quotient, operating in a fast- moving, matrixed, relationship-focused environment. Clear comfort with ambiguity and evolving strategies.
• Exceptional written and verbal communication skills with an ability to craft clear, compelling messages for diverse audiences.
• Ability to thrive in a high-visibility role, balancing strategic thinking with hands-on execution.
• Strong project management skills with the ability to manage multiple priorities in a fast-paced, dynamic environment.
• Analytical mindset with the ability to measure and report on the success of personalization initiatives.
• 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

$118700 to $246290

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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