Sr Director, GPS - Americas Tech Support
PayPal Inc.

Job Info

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At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

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Job Description Summary:
PayPal is seeking a support & customer service leader who can strike the right balance of partner, innovator, leader and coach. An individual who has demonstrable expertise in technical support and preferably who has led transformations and integrations of large teams. One who understands the nuance of leading, managing, guiding, and influencing.

The leader is responsible for PayPal's Technical Support offering to businesses that use PayPal's products and services across our brands in our North and South American markets. As part of the Global Technical Services (GTS) leadership team, this individual will define the next generation of capabilities that will transform this critical customer-facing group, thus enabling PayPal to compete in the ever-evolving business climate.

Success will be defined by delivering excellence, growth, and scale technical through:
•A customer centric approach to support services that ensure strong customer-facing experiences, from first touch to resolution.
•People, process, and platform innovation to provide best in class experiences and scale to promote PayPal's growth.
•An empowered and engaged team that continue to learn and grow their technical skillset
•A metrics and data-driven approach to power continuous improvement.
•Partnerships with stakeholders across the PayPal sales and product organizations.

Job Description:

Key skills:

The ideal candidate has proven experience in transforming customer support teams at scale in a fast-paced environment; applying strong technical, consultative skills, including business acumen, customer empathy, and the ability to influence and partner. This person thrives in a dynamic, global, fluid, matrix environment and is results focused. History in leading change and transformation with positive outcomes is necessary, thus they are a:

• Customer-Centric Partner: The voice of technical customer care in North America as the leader who services all businesses.
• Trusted Technology Leader: Serve as on-the-ground technical leader for the GTS team and partner with Product Development, Commercial and Operational leadership teams.
• Strategic Thinker and Innovator: Bring outside-in thinking to the organization, highlighting industry trends that should be considered and evaluated. Function as an innovator, disruptor, and executioner in informing and driving all aspects of our GTS technical strategy.
• Data Driven: Develop a data driven mind-set that is focused on leveraging data to understand how to deliver service excellence to our customers.
• Leader, Manager and Coach: A dynamic leader who can instill PayPal's values into the team and can guide-develop the team to deliver high performance and the desired business results in a manner keeping with our culture.

Qualifications / proven ability to:

• Develop a customer centric organization
• Gain and maintain senior executive trust
• Develop and implement a sustainable strategy
• Navigate ambiguous situations successfully
• Manage a large, geographically spread organization
• Facilitate dialogue across multiple business units, functions, geographies, business partners and Centers of Excellence
• Bachelor's degree required; Graduate degree is highly desirable.

Additional Job Description:

Subsidiary:
PayPal

Travel Percent:
10

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PayPal is committed to fair and equitable compensation practices.

Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.

The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit https://www.paypalbenefits.com.

The U.S. national annual pay range for this role is
$131800 to $319000

Our Benefits:
At PayPal, we're committed to building an equitable and inclusive global economy. And we can't do this without our most important asset-you. That's why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com

Who We Are:
Click Here to learn more about our culture and community.

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.

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.

As part of PayPal's commitment to employees' health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.

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