Senior Manager overseeing the development and implementation of engineering operational programs at PayPal. Responsible for program success through effective management and technical oversight in a collaborative environment.
About the role
- Manager handling client needs and establishing communication frameworks at PayPal. Leading initiatives to enhance merchant satisfaction and service effectiveness.
Responsibilities
- Proactively identifies and addresses client needs by conducting regular check-ins and assessments, delivering tailored solutions that enhance their experience.
- Develops organizational communication frameworks that enhance transparency and alignment with merchants.
- Establishes metrics and KPIs to measure client satisfaction and service effectiveness.
- Drives strategic initiatives that embed continuous improvement within the organization.
- Drives the development of comprehensive training programs for both clients and team members, ensuring high levels of product knowledge across the organization.
- Establishes thought leadership within the organization by publishing insights on industry trends and their implications for clients.
- Leads initiatives to develop innovative and customized service offerings based on thorough client insights and evolving market needs.
- Develops and refines processes for complex issue management, driving organizational excellence in problem resolution and enhancing client satisfaction.
- Establishes comprehensive monitoring frameworks that enhance service delivery and ensure optimal client experiences across the organization.
- Champions a culture of customer advocacy throughout the organization, ensuring that client perspectives are prioritized in all initiatives.
- Synthesizes merchant feedback into actionable insights, influencing broader account strategy and service improvements while presenting findings to senior leadership.
Requirements
- 5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience
- Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
- Experience in Looker, Tableau, or other data visualization tool, or willingness to learn
- Prior payments industry experience preferred
- Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions
- Experience successfully navigating matrixed, cross-functional team environments
Benefits
- medical
- dental
- vision
- life and disability insurance
- parental and family leave
- 401(k) savings plan
- paid time off
Job title
Job type
Experience level
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Degree requirement
Tech skills
Location requirements
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