Lead Product Manager

Paypal San Jose , CA 95111

Posted 2 months ago

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 305 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.

When applying for a job you are required to create an account, if you have already created account - click Sign In.

Creating an account will allow you to follow the progress of your applications.


Provide full legal first Name/Family Name

  • DO: Capitalize first letter of First and Last Name. Example: John Smith
  • DON'T: Capitalize entire First and/or Last Name. Example: JOHN SMITH
  • NOTE: Use correct grammar for Names with multiple cases. Example: McDonald or O'Connell

Provide full address details

Resume is required

Multiple attachments can be uploaded including Resume and Cover Letter for each application

Job Description Summary:

We are reinventing Customer Service at PayPal to help make our services effortless, accessible and essential for today's customers and to fuel our goal of serving billions of people around the globe. We are creating effortless experiences by being a customer champion in everything we build and deliver to attract, empower, enable and engage people on our platform. We are daring to innovate and committed to partnering across the company to shift from transactional to relational service and to deliver our services consistently with quality and care because we value each customer as if they were our only customer.

We are seeking an experienced Lead Product Manager who is pre-wired to love understanding customers, their problems, and is passionate about creating experiences that are simple and effective. You will diagnose end-to-end customer journeys and identify opportunities for your area of focus - Customer Experience, Merchant Experience or Customer Service Teammate Experience. You are customer-centric, continuously demonstrate strategic & analytical abilities, and are laser focused on executing at scale. In this role, you will partner with diverse cross-functional teams to lead, execute, monitor, and deliver results for Customer Service. You must have the ability to succeed in a matrix environment, where success is dependent on your ability to collaborate with cross-functional partners in a positive, productive, and transparent way.

Job Description:


  • Lead a team of professional Product Managers responsible for the enablement platforms within the Customer Success Product Organization

  • Create a deep understanding of our Customer Service Platform Product suite and how our enablement platforms support successful customer experiences

  • Create a strategy that brings together platforms and products to build a holistic customer experience

  • Define and analyze current E2E customer journeys by personas to define friction points (gaps/issues/pain-points), opportunity areas, and desired future state experience

  • Understand and analyze the various customer journeys across the PayPal servicing landscape (Web, Mobile, Chat, Bot, IVR, Desktop)

  • Drive future-state visioning of core E2E journey experiences, including working with other product managers to create prototypes and illustrations

  • Identify opportunities (experience and platform capabilities) and impacts

  • Establish and track to relevant experience benchmarks and KPIs to specific inflection points in the customer journey

  • Develop a product roadmap and work with cross-functional teams (business, program managers, product, development, UX, analytics)

  • Define detailed product requirements, scope, ship, and measure features, and use rapid cycles to iterate and learn

  • Build trust and effective relationships with peers/cross-functional teams and provide leadership across the product, group and division

  • Be a thought leader and evangelist in creating exceptional customer experiences driven by a holistic, journey centric view of our customer behaviors and attributes

  • Share your vision for the E2E journey with stakeholders and senior leadership, adapting your message to the audience to ensure clear, concise and accurate understanding.

Required qualifications:

  • Bachelor's degree in Computer Science or equivalent practical experience

  • 10+ years of Product Management or design experience with a focus on customer facing internet products and technologies

  • Experiencing managing product teams and working with senior leadership to share your team's story

  • Proven track record of defining and prototyping strong customer experience requirements and a passionate commitment to the customer and to product quality

  • Experience with A/B testing and taking an iterative approach to designing experiences

  • Understanding of how platforms work together to create a consistent and progressive omnichannel experience across customer facing products.

  • Exceptional structured problem-solving and analytical skills; strong aptitude for structuring complex problems and presenting well-supported solutions

  • Experience with qualitative and quantitative methodologies to understand customers, ability to explore and structure customers' insights

  • Strong ability to translate product needs to technology and understand technology.

  • Detail-oriented, unfazed by technical detail

  • Mastery of technical concepts and system-design, ability to participate in technical discussions and help make technical trade-offs

  • Self-starter with an entrepreneurial mindset.

  • High level of comfort with ambiguity, independence, tenacity, willingness to take on new challenges and responsibilities

  • Excellent verbal and written communication skills.

  • Team player; ability to interface and build relations at all levels and influence without authority



Travel Percent:


Primary Location:

Austin, Texas, United States of America

Additional Locations:

San Jose

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. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Lead Product Manager Payments

Ebay Inc.

Posted 7 days ago

VIEW JOBS 5/30/2020 12:00:00 AM 2020-08-28T00:00 Looking for a company that inspires passion, courage and imagination, where you can be part of the team shaping global commerce? Join eBay - a company you can be proud to be a part of. eBay is one of the top global marketplaces with the mission to connect millions of buyers and sellers around the world, empowering people and creating economic opportunity for all. Come join the Payments Seller Experience team as a lead product manager. The payment seller experience team is at the core of Payments. Our responsibility is to ensure our sellers adopt our new payments strategy and are aware of everything related to managing payments on eBay. From understanding what funds they have available, when you payouts will have happen, all the details that do into a payout along with all the financial reporting and tools needed to manage their cash flow! We are hiring curious, driven, and courageous specialists to transform our business unit to enable eBay's next generation Payments strategy. You are: * Collaborative Leader: You demonstrate excellent leadership and communication skills across all levels of the organization. You are not afraid of dealing with ambiguity. You can contextualize and translate a problem and its solution to partners of varying backgrounds to ignite passion and support for your product or ideas. You are technical savvy to work closely with developers, understanding their technical capabilities and constraints. You create an environment that inspires others to bring their creative ideas forward. You expect and require innovation of your team. You use excellent judgment and have high standards and are never satisfied with the status quo. * eBay Enthusiast: You love eBay and aspire to deliver extraordinary products and customer experiences. You can empathize with your customers and your innovations are driven by their needs across their end-to-end customer journey * Strategic Problem solver: Ability to develop a deep understanding of your product vision, the value it brings to customers and its market differentiator. You have a game plan for the long-term success of the products in your team, including insights into how the product, industry and competition will evolve so you can continue to generate tremendous value to your customers. You have a proven growth mentality and can think creatively * Strong Executor: You are strongly oriented towards results. You embody grit and are wired for action. You have an inner drive that pulls you over obstacles and propels you through to the finish line while maintaining impeccable quality and integrity. You are able to dive deep and are not out of touch with the details of the business or the technology. You pose good judgment in balancing between innovation and robust operation, able to optimize productivity and efficiency when working with your partners * Customer Centric: You keep the customer in the center of everything you do You have: * 5-10+ years of experience translating customer needs into features and solutions, delivering delightful and friction less customer experiences that deliver business results and proven track record of product management experience, preferably in an e-commerce environment * Experience in payments, payment systems and understand the tools and reporting required for customers to manage and reconcile payment sales * Excellent communication skills and collaborative in nature, ability to make the complex seem simple * Ability to shift from developing and communicating a strategy to executing in a cross-functional, matrixed organization * Ability to collaborate across teams, both yours and others', to build and execute complex business plans and strategies * Leader with a vision who inspires those around to bring the best version of themselves * Understanding of how payments and money movement works * Experience in operating in global environments across cultures, locations, and time zones * Analytical and comfortable making data driven decisions * Bachelors/Masters Degree in Business, Economics, Engineering or Computer Science Benefits: Benefits are an essential part of your total compensation for the work you do every day. Whether you're single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important. Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn't just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay's Diversity & Inclusion click here: https://www.ebayinc.com/our-company/diversity-inclusion/. This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies View our privacy policy View our accessibility info eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible. For more information see: EEO is the Law Poster EEO is the Law Poster Supplement Ebay Inc. San Jose CA

Lead Product Manager