PayPal

Sr Mgr. DPX Customer Excellence

PayPal

April 2, 2021

Austin, TX 78729, US


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: The PayPal Developer Platforms and Experiences (DPX) organization is looking for a leader of a newly formed Technical Customer Excellence group, responsible for the effectiveness and measurement of our SDLC and the support of our customers. As Senior Manager of DPX Customer Excellence, your mission is to ensure that we are providing a world class service to our customers, whom are primarily software developers as well as our organizational partners. You will assist in strategy definition, roll out, and oversee critical DPX customer functions including incident & problem management, KPI management and reporting, data insights and analytics, customer engagement, organizational change management, and communications. Reporting to the VP of DPX, the ideal candidate has an extensive customer service background with a mix of strong technical and analytical capabilities, excellent communication and engagement skills with a “get stuff done” mentality. The ideal candidate will use a structured approach to drive developer experience strategy across developer products including measuring results, providing input to our product teams, and leading customer service for a world class developer experience. The candidate will be the presence of DPX from a customer service perspective as well as be a key member of the leadership team.
Job Description:
Principal Duties Include:
  • Developer Customer Experience

o Measures and coordinates multi-platform code deployments with various application and product owners
o Monitors and manages the effectiveness of DevOps infrastructure and tools
o Partners with product management and engineering to identify and resolve impediments and risk
o Anticipates bottlenecks in release cycles and plans efficiently
o Defines and applies efficiencies within the SDLC across the organization
o Governs scope, priority setting and Go / No-Go release management Leads and applies quality measurements and feedback on services offered on behalf of the organization
o Works with internal product development teams to provide oversight and guidance for measurement and tracking of KPI’s and SLA’s on behalf of customers
o Works closely with PayPal’s Security, Asset teams to track, coordinate, and prioritize security tasks
o Manages technical customer support team(s), associated metrics, reporting and improvements
o Manages engagement with PayPal’s Compliance team for ongoing care and feeding
o Works with internal and third-party auditors to convey security controls and resolve audit findings
o Owns incident response, triaging, and investigation of security incidents and service outages
  • Customer Engagement

o Established a trusted partnership with all customers and be a fanatic on their behalf as input to developer experiences of excellence
o Defines the strategy and execution of our customer engagement model in close coordination with TPX and DPX leadership
o Solicits and develops content to share bidirectionally with internal customers and DPX
o Articulately delivers ongoing communications across all identified mediums
o Maintains and facilitates Developer engagement at key forums including
§ Staff mtgs
§ Events
§ Other forums
§ Guest speakers
o Ensures the “Voice of the Customer” is represented on an ongoing basis
  • Request Pipeline

o Fields, acknowledges, and logs requested work from internal / external sources
o Aggregates requests and transitions requests to DPX Product to define and prioritize based on business benefit, technical complexity, urgency
o Provides progress reporting to customers for committed deliverables
o Delivers communication updates for requested work
  • Organizational Change Management

o Owns DPX communications planning and execution
o Develops and delivers Development org / customer coms and training
o Informs, influences, and executes organizational strategies
o Identifies and breaks down organizational issues into key components and design analytical and operational approaches to identify solutions
o Develops strategic frameworks and provides strong problem-solving leadership related to shaping strategic focus and operations approach for the organization; leads process improvement initiatives in SDLC, change management, and incident management
o Ensures effective organizational change execution in partnership with stakeholders, DPX, and other key organizations
  • Operational Metrics and Success Reporting

o Owns current, ongoing, and future committed KPI’s through analytics
o Defines and executes measurement and monitoring strategy
o Establishes and oversees incident management function
o Establishes and oversees problem management including RCA, post mortem, and remediation plan execution
o Owns assessment of Incident Management / Problem Management function and process effectiveness – internal score-carding, self-assessment, compliance – and works with DPX leadership to make appropriate changes to adjust to the needs of the business
o Drives metric-based operational improvement plans
o Organizational / business success metrics ownership including C-sat
o Provides hands-on deep analytical support and develops actionable insights influencing key organizational decisions
o Synthesizes external/market facts, internal business trends, and various data sets - develop perspectives and advise leadership on various topics above (Financial, Operational, Organizational, Personnel, etc.)
o Run cross-functional working team meetings efficiently and effectively, with ability to connect dots and influence key decisions
  • Ad Hoc Requests

Key Competencies:
  • Passion for software quality engineering; previous experience in supporting cutting edge SDLC tools and frictionless pipeline
  • Hands on knowledge and experience in leading DevOps best practices
  • Ability to interact with internal product development teams to support distributed, highly available infrastructure to meet our customers’ needs in production-level environments
  • Ownership of all aspects of incident response, triaging, investigation, and escalation of security incidents and service outages
  • Demonstrate effective engagement with Compliance, Audit and SRM teams to ensure DPX compliance
  • Experience maintaining and improving infrastructure, container, and some service-level / application-level security
  • Proven experience in strategy, definition, roll out, and ongoing operational governance
  • Experience building and leading high-performing teams in direct or indirect / matrixed capacity
  • Executive presence; strong verbal and written communication
  • Ability to motivate others, drive collaboration, teaming & resolve conflict between diverse stakeholder groups
  • Passion for and demonstrated success understanding and fulfilling internal or external customer needs; problem-solver mindset
  • Sharp business judgment, ability to see "big picture" and to prioritize
  • Ability to manage change and ambiguity with an action-orientation/drive – must thrive in a dynamic environment
  • High energy, strong work ethic, disciplined execution skills, willingness to do whatever it takes to deliver results
  • Project management skills preferred

Requirements:
  • College degree and or combination of college degree and 10 years + relevant experience

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.