Who we are: Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 375 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.
Job Description Summary: This is a complex program management role within the Global Customer Operations Product & Policy Integration team. In this role, you’ll drive initiatives and act as the main Global Customer Operations (GCO) contact to ensure our GCO teams are prepared to support strategic programs for product, policy, marketing and other corporate change initiatives that have the potential to impact the customer experience. This person will be considered an integral member of various cross-functional project teams, be the voice of GCO in integration discussions, lead the rest of the team through integration and ultimately, mitigate risk to our GCO organization.
Proven leader who learns quickly, can deal with ambiguity, and thrives in a fast-paced cross functional environment.
Experience leading product and/or policy integrations, including assessing new product and/or policy changes, translating impacts to the company, planning and execution of necessary changes.
Proficient in project and program management principles, processes, tools/technology, templates, and management techniques.
Proven record of successfully leading significant, concurrent, high volume change initiatives with time sensitivity.
Ability to handle highly sensitive data with confidentiality and integrity; ability to exercise appropriate judgment.
An understanding of the Product Development Lifecycle (PDLC) and experience working in an agile environment.
High level of customer service knowledge and the ability to navigate a customer service organization with ease.
A passion for providing our customers and teammates with the best experience possible.
Ability to identify the impact of change to customers and teammates and define optimal readiness components which require change.
Steller written and verbal communication skills, including the ability to tailor conversations based on your audience.
Strong critical thinking skills. Experience applying various methodologies or practices to assess processes, business issues and people. Ability to extract key messages from detail and translate into audience appropriate messages.
Possess the ability to build and leverage relationships cross functionally and influence others.
Extremely organized, detail oriented, customer focused and collaborative with the ability to rally the troops in a demanding, fast paced environment.
Act as representative and ambassador for PayPal GCO in discussions with product, policy, marketing, and others across the company.
Act as primary point of ownership for multiple product/policy integrations, providing both oversight and execution for product/policy integration activities across GCO.
Build and maintain strong relationships across product, policy, marketing and GCO to identify optimization opportunities, remove risks and resolve issues.
Define, organize, and lead needed project rhythms across GCO to execute product & policy integration.
Represent GCO in product, policy and/or marketing sessions.
Conduct integration impact assessments and define changes needed across GCO (i.e routing changes, location strategy, servicing strategy, teammate tool changes, content, etc.).
Identify and build the necessary project team across GCO to execute necessary changes to support product, policy and/or marketing changes.
Manage changes to project scope and schedule, including communications, if needed.
Maintain record of all major decisions taken in various rhythms.
Proactively ensure program and project planning gaps or other risks are effectively identified and mitigated, escalating information and partner cross functionally to removing roadblocks where needed to successfully execute on time.
Measure impacts of integration initiatives to ensure results are as expected.
Manage any post live issues to close.
Provide ongoing updates to GCO and leadership - where needed, deliver deep dive sessions.
8+ years related professional experience, including 4+ years program management experience within a multinational, fast moving operations, contact/call center or shared services environment
Demonstrated experience leading the integration of new products and/or policy within a department.
Literate in payments
Experience in managing all phases of program to success, including initiation, planning, execution, monitoring & closing and closure.
Strong project management methodology experience and a firm understanding of the Product Development Lifecycle in an agile environment.
Proven ability to achieve results in a highly matrixed global organization.
PMP certification preferred, but not required.
Bachelor’s in business, Information Technology or related fields.
Comfortable working with diverse teams in multiple locations.
Ability to influence where you do not have direct authority through strong interpersonal skills.
Ability to travel up to 15%
Our world-class culture is something we’re proud of. We’re committed to creating a thriving and inclusive workplace with great benefits including:
Excellent medical and dental benefits
Savings plans with company match / Employee Stock Purchase Plan
Generous time off policies
Ongoing training, tuition reimbursement and support to help you realize your full career potential
Community fundraising and volunteer opportunities
PayPal’s sabbatical program provides four weeks of paid time off after every five years of service.
Active social groups
We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.
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.