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.
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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.
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.
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
Austin, Texas, United States of America
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 email@example.com.