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.
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.
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. 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.
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.
PayPal is committed to fair and equitable compensation practices.
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.
Our Benefits:
At PayPal, we’re committed to building an equitable and inclusive global economy. That’s why we offer benefits to help you thrive in every stage of life.
We have great benefits including a flexible work environment, employee shares options, health and life insurance, and more.
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.
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