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:

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.

Reporting to PayPal’s Chief Service Experience Officer, the Senior Director, Business Operations, will oversee the development of strategies and coordination of workstreams that enable the best experiences for PayPal’s products and services. This role will work closely with Product, Finance, Engineering, Sales, Service, and Support teams on cross-functional initiatives focused on operational efficiency, commercial imperatives, and investment analyses that drive customer satisfaction, product adoption, enhanced growth, and reduced churn. These partners include segment Commercial, Operations, Product, and Engineering leads, and other cross-functional stakeholders.

The Senior Director, Business Operations is expected to understand market trends and have a technical and commercial mindset; this role will collaborate with cross-functional stakeholders on workstreams to balance commercial needs and operational risks with technical tradeoffs (e.g., program, product, & compliance management, business planning, OKR alignment, investment analyses, workforce planning, etc.). This role will design operational processes and set benchmarks to empower the global team to win at scale.

Job Description:

Responsibilities:

• Collaborate with senior cross-functional leaders and represent Service Experience during planning & development sessions
• Develop strategies and investment analyses that balance operational, product, and commercial tradeoffs; provide recommendations to senior leadership through storytelling and quantitative rigor
• Maintain a repository of competitive intelligence and stay informed of the market trends, working with Commercial leads & customer research teams to inform opportunities & mitigate risk
• Evolve team operating model including processes to enable strategic planning and the monitoring of business performance across the organization
• Drive analyses on the impact of product and operational investments, including impact on revenue, unit economics, and overall customer experience
• Evaluate market trends, and collaborate with market business leaders to set benchmarks policies for technical and commercial GTM goals
• Use data to drive operational efficiency, improve funnel conversion and retention, and identify opportunities to enhance the customer journey
• Drive workstreams focused on quality assurance through the standardization of GTM systems, processes, and tools
• Create, track, and align organizational goals, metrics, and key performance indicators; identify and mitigate execution risk
• Plan, design, and orchestrate workforce management initiatives and footprint strategy that optimize for budget constraints, operational efficiency, and talent capabilities
• Own end-to-end planning and execution of commercial, technical, & support workstreams, including stakeholder and project management

Qualifications:

• 10+ years of business planning and CAO relevant experience in a large-scale, heavily matrixed, high-growth global function or business.
• Deep expertise with business case development, and demonstrated financial acumen focused on operational excellence in managing budgets and forecasting.
• Proven effective collaborator with strong execution quotient, operating in a fast-moving, matrixed, relationship-focused environment.
• Data-driven and highly organized with superior project management skills.
• Demonstrated learning agility and passion for taking on new challenges and executing with high velocity.
• Exceptional verbal and written communication skills, especially with storyboarding and deck writing for diverse audiences ranging from senior executives to broad-based employee groups.
• Global and domestic travel – up to 30%.
• BS or BA preferred. 

Subsidiary:

PayPal

Travel Percent:

10

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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

$143400 to $285450

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.

Notice to Applicants and Employees who reside within New York City. Click here to view the notice.

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