Manager, Customer Solutions 2

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.

Job Description Summary: The Global Partner Management Team are part of the Global Customer Services (GCS) Organization within the Global Markets Organization. This role is responsible for overseeing the centralized management of PayPal key outsourced Customer Services Partners to ensure the delivery of operational performance that meets or exceeds PayPal standards. The incumbent will ensure that the partner groups lead the team to provide an exceptional level of customer service to our Consumers and Merchants. The role will be tasked with ensuring daily metrics are met, processes are adhered to, site compliance is maintained, and that there is a cycle of continuous improvement for production efficiencies to ensure the financials of the operations adhere to the forecasted budget and plans. The GPM will also be responsible for ensuring continuity between all functional areas between the partner site and by working closely with counterparts in PayPal, incorporating strategy specific to the relevant market while continuing alignment with expectations of PayPal Global Customer Services. Additionally, the role will require the development of strategy and implementation plans which adjust process to meet overall operational and corporate goals. The GPM will participate in the operational planning of the vendor site organization and will also be responsible for ensuring continuity between the Partner and PayPal’s Workforce Management, Training, Compliance and Consumer/Risk.

Job Description:

Job Description:

What you need to know about the role

We are seeking a high-energy and innovative professional coupled with a commercial execution background to join our Global Customer Services Team. The role will have a wide geographical coverage across North America, UK, Australia and smaller English speaking markets. The position reports to the Senior Director of Global Customer Services.

The individual will lead Regional and strategic projects that build on PayPal’s strong foundations, deliver measurable value to the company, and help it achieve its vision. The position is highly visible in the organization and involves frequent interaction with senior executives and colleagues at all levels at PayPal, as well as senior external stakeholders.

This is an exciting opportunity for individuals looking to experience the fintech sector while working for an international brand true to a clear vision and purpose anchored in our mission to Democratize Financial Services.

In your day-to-day role you will

• Coach and give insight to vendor to create into a highly responsive team that meets the required published performance standards (contractually).
• Review and maintain quality standards and targets of the PayPal Operations team.
• Regularly review and ensure that vendor teams follow procedures, process flows and guidelines as per Master Services Agreement, Statement of Work and Services.
• Meet weekly, and monthly with Partner Management team to review goal accomplishments and set quarterly goals for improvements standards or as needed.
• Develop and communicate action plans together with Partner management team based on performance. Ensures adherence to appropriate use of timekeeping tools and monitor reports as necessary.
• Set and measure reward and recognition programs for partners.
• Identify unique training needs for Partner team and work with the training teams to ensure training is developed and delivered to them in an efficient and timely manner.
• Analyze trends and build strong acumen to drive best in class improvements.
• Initiate, implement and execute complex projects.
• Drive contact rate reduction, increase business efficiency (productivity, handling time, repeat contact and transfer rates) and deliver best in class customer experience as measured by Net Promoter Score and Customer Resolution Rate.

What do you need to bring?

• Ability to be a thought partner and advisor to key business leaders and develop lasting relationships with these stakeholders.
• Exceptional strategic and analytical thinking with an excellent ability to put complex ideas into clear frameworks, and to use data to drive strategic objectives and priorities.
• Ability to identify strategic topics and their implications and develop strategic insights from quantitative and qualitative data Ability to create buy-in and build enthusiasm around strategies/recommendations; High level of influencing /diplomacy skills to balance competing interests and manage multiple stakeholders with complex objectives.
• Ability to front discussions with external partners aligning objectives and driving outcomes.
• Ability to lead in complex, global organizations.
• Regional and Global strategic project management experience Superior communications (verbal, prose, PowerPoint) skills; Concise, clear, and convincing Track record of delivering tangible results.
• Appetite to learn and comfortable with uncertainty; Interest in technology and proven ability to go deep in complex topics/verticals.

Required Qualifications:

• 5+ years’ experience in the Call Center industry and/or Fintech industry.
• Possess strong collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines.
• Highly analytical with a great understanding of call center metrics, workforce planning and financial budgeting process.
• Strong problem-solving skills.
• Strong in Process / Project Management experience.
• Proven ability to select, train, motivate, and guide team members toward future development, including discipline and corrective action necessary to increase productivity; demonstrated exceptional skills in achieving team objectives.

Education:

Third Level Qualification

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:

To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx

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.