Business Process and Tools Manager

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 Business Process and Tools Analyst leads process and teammate tools initiatives assigned by their leader within Global Customer Service (GCS). This role will help in identifying, standardizing, driving, and implementing continuous process improvement to both customers and GCS teams. Additionally, a major focus will be developing business requirements, managing the change and operational readiness for teammate tool enhancements. In partnership with other PayPal teams, the Business Process and Tools Analyst will coordinate projects to ensure and position GCS for operational success. In this role you will be highly engaged in deploying tools, policy, or process change to ensure our front-line teammates are prepared and successful. Keys to success include a strong motivation to dive deep into root causes and improve processes, change management and operational readiness skills. Strong partnership with cross functional business teams around the world to implement improvements for our teammates, in an effective, productive, and collaborative way.

Job Description:

• Effectively manage and execute process and technology improvement tasks and projects assigned by the Process and Technology Leader.
• Drive End-to-end process improvement across GCS teams, including adjacent brands (Venmo, Xoom, Zettle, Hyperwallet) to not only improve efficiencies for the GCS departments, but to also create effortless experiences for our customers.
• Lead change management and operational readiness workstreams for teammate tools to provide structure and support for our GCS departments as new functionality is added, enhanced or deprecated.
• Lead process and technology workstreams as part of the GCS Effortless Experience Strategy, mapping identified processes and customer experiences, providing feedback to create efficiencies and other related tasks.
• Develop and manage artifacts associated with process and technology improvement work, including storing and maintaining them.
• Lead and coordinate work done by GCS subject matter experts as part of process and technology improvement projects.
• Interface with Global Product and Policy Owners to drive improvement ideas and feedback through their products and self-service channels.
• Support continuous process improvement efforts, supporting identified improvement projects.
• Develop and lead pilots and experiments to test new functionality or processes prior to rollout.
• Develop ROI models and alignment of process improvement work to GCS KPIs.
• Provide regular updates to Key Stakeholders as well as Sr. Leadership regarding the progress of Process Improvement projects, risks and issues, with the ability to effectively influence decisions, when necessary.
• Leads, works independently, negotiates with and influences other managers and directors to obtain consensus and stakeholder support.
• Translates business requirements into non-technical terms
• Scheduling and management of project workstream calls (alignment between business partners within GCS).
• Participate in special projects as needed and perform other duties as assigned.

• Minimum of BA/BS degree (Business, Marketing, Informatics or similar) with excellent results
• 5+ years operations experience at a global, financial company required.
• Process improvement/Business Process Management experience is a must.
• Six Sigma/Lean expertise or equivalent continuous improvement methodologies a plus.
• End to end process mapping to identify inefficiencies and make recommendations
• Strong knowledge of PayPal teammate processes and tools is a plus.
• Project Management experience a plus.
• Proven experience identifying/evaluating/managing change and collaborating to drive change in partnership with key stakeholders
• Proven ability to effectively perform readouts to executive leadership.
• Organizational Change Management experience is a plus

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• Must be detail-oriented, conscientious, thorough, and accurate
• Must be self-motivated
• Must be able to step back and analyze at a broader level, while still being detailed oriented, conscientious, thorough, and accurate
• Strong interpersonal skills, diplomacy, and client service-oriented attitude and mindset
• Proven ability to work effectively cross functional teams.
• Ability to work globally and cross-functionally and lead change in a fast-paced environment
• Proven ability to function well independently as well as in a team
• Be comfortable in a fast paced and dynamic environment with a high degree of accuracy
• Comfortable working in a fluid environment where roles and responsibilities are still evolving
• Good project management and reporting skills
• Ability to prioritize deliverables and projects to meet timelines efficiently, to adapt to changes in priorities quickly and manage multiple initiatives simultaneously to drive projects to completion and deliver quality materials under tight deadlines
• Ability to facilitate group discussions and run meetings
• Ability to handle multiple projects under pressure
• Well-developed sense of urgency and follow through
• Ability to resolve complex issues and settle disputes equitably
• Ability to determine when to escalate to management and identify the right stakeholders for decision making
• Knowledge of external systems and software (Internet, Microsoft Visio, Microsoft Office - Outlook, Word Excel, Miro).

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.