Senior Director Global Customer Services

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to revolutionize commerce globally to make moving money, selling and shopping, personalized and secure.

Job Description Summary:

The Sr. Director, Global Customer Services & Site Lead, GCS Manila leads the servicing for consumer accounts and supporting globally recognized brands, including PayPal and Venmo. This executive leader will also have responsibility as the local site leader for our Manila site, managing employees who work from home, and within the Manila site.
This Sr. Director will also be responsible for managing performance in this high-impact, highly visible function to achieve critical business objectives including customer experience, efficiency, and risk management. They will work closely with multiple partners including Product, Engineering and Modeling to achieve these objectives.
Moreover, this executive leader may also lead teams of direct employees and vendor partners across North America, LATAM, EMEA and APAC to execute service delivery.
This position will report to the VP of GCS Consumer Servicing.

Job Description:

Sr. Director, Global Customer Services & Site Lead, GC S Manila

The Company

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. 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.

We operate a global, two-sided network at scale that connects merchants and consumers with 426 million active accounts (consisting of 392 million consumer active accounts and 34 million merchant active accounts) across more than 200 markets. PayPal helps merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade.

PayPal is 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.

The Position

The Sr. Director, Global Customer Services & Site Lead, GC S Manila leads the servicing for consumer accounts and supporting globally recognized brands, including PayPal and Venmo . This executive leader will also have responsibility as the local site leader for our Manila site, managing employees who work from home, and within the Manila site.

This Sr. Director will also be responsibl e for managing performance in this high-impact, highly visible function to achieve critical busi ness objec tives including customer experience, efficiency , and risk manag eme nt . They will work closely with multiple partners including Product, Engineering and Modeling to achieve these objec tiv es .

Moreover, this executive leader may also lead team s of direct employees and vendor partners across North America, LATAM, EMEA and APAC to execute ser vic e d elivery .

This position will report to the VP of GCS Consumer Servicing .

Key Responsibilities

• Responsible for leadership and development of a high-performance team of talented Managers, Leaders, and front-line customer service representatives ensuring customer needs are identified and resolved.

• Manage the Manila site, setting clear performance objectives and provide regular feedback and coaching to team members.

• Foster a positive and collaborative work environment that encourages continuous improvement and employee growth.

• Develop and implement strategies to achieve key performance indicators (KPIs) related to customer satisfaction, response times, and resolution rates.

• Responsible for strategic planning and execution of operations, including collaborating with global leaders on ideas for improving, implementing, developing and integrating processes for continuous improvement of customer service;

• Monitor and analyze customer service metrics to identify trends and areas for improvement.

• Implement best practices and standard operating procedures to streamline processes and enhance efficiency.

• Ensure employee adherence to company policies, procedures, and quality standards.

• Develop and execute initiatives to enhance consumer engagement and loyalty.

• Act as a brand ambassador by promoting a positive image of the company and its products/services.

• Collaborate with other departments, such as marketing and product development, to gather customer feedback and improve the overall customer experience.

• Be a role model for PayPal’s One Team Behaviors and create an inclusive and trusting work environment and culture where everyone is motivated to perform at their highest level while bringing the best of themselves to work;

• Establish strong partnerships with key stakeholders throughout the organization, to ensure excellent information flow and feedback on impacts of process, policy and product changes;

• Establish policies and procedures that produce high-quality customer service reflecting industry best practices. Ensure that systems are in place and are utilized to capture and report on metrics;

• Demonstrate strategic agility and first class influencing and communication skills to provide feedback to management regarding necessary change in direction as well as recommended changes in policies, resources, upgrades, and issues;

• Exercises judgment in the examination, interpretation, and decisions concerning the resolution of problems and activities to prevent monetary losses as they relate to day-to-day functionality;

• Provide leadership on assessing resources, monitoring daily metrics, managing service levels (including oversight of escalations and delegations across the leadership team );

• Champion and lead change management initiatives while maintaining and driving employee engagement;

• Proactively communicate PayPal’s vision together with clear organization and department goals to drive positive performance results;

Qualifications:

• 5-10 years of leading large-scale, global customer service functions

• Consistent record of success in delivering performance to target across customer experience, efficiency and risk management .

• Proven effective collaborator with high execution quotient, operating in a fast-moving, matrixed, relationship-focused environment . Clear comfort with ambiguity and evolving strategies.

• Compelling communicator and culture carrier, driving change effectively across a diverse population of employees and partners

• Change agent with a bias toward innovation and action .

• BS or BA preferred .

Commitment to Diversity and Inclusion

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.

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

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

Who We Are:
Click Here to learn more about our culture and community. PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. For more information, visit , and . 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 .

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