Sr. Product Manager - Technical

The Company

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. 

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help 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. 

Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Description Summary:

Competition in many industries continues to grow, giving customers more robust and endless opportunities to build relationships and bring their commerce to new companies. At PayPal We believe a way to effectively combat and focus on customer loyalty is investing in our frontline teammate tools and technologies. Our teammates play an integral part and are the first line of defense when customers have difficulties experiencing our brand. Ensuring teammates can have a strong voice, confidence, and their ability to resolve customer challenges can elevate customers retention and contribute more positive interactions with our business. If we do not prioritize this cohort of employees, we make it easy for our customers to walk away from our brand taking their business to a competitor.
In this role, the Product Manager will partner with diverse cross-functional teams to lead, execute, monitor, and deliver results for Customer Service. You must have the ability to succeed in a matrix environment, where success is dependent on your ability to collaborate with cross-functional partners in a positive, productive, and transparent way.

Job Description:

Domains where knowledge will be required and beneficial. 

• Call Routing
• Customer Relationship Management 
• Desktop Unification
• Real Time transcription
• Live Chat/Async Messaging
• Generative AI
• Case Management
• Sentiment Guidance 
• Intelligent Business Process Management
• Chatbot

In this Product Manager role, you will be responsible for functions like these.

• Perform bench marketing against other brands and technology.

• Present recommendations to senior leaders 
• Secure, host and lead demos with internal and external clients
• Complete baseline high level process mapping
• Quantify business value against implementation and costs to serve.
• Evaluate use cases and design A/B testing and various pilots.
• Decompose work efforts and create stories narratives to drive execution and closure

Key Skills & Capabilities

• Presentation and story telling
• Design Thinking
• Process Mapping
• Facilitation
• Organization and detail oriented
• Stakeholder Management
• Negotiation 
• Adaptable

What do you need to bring

• Bachelor’s degree in computer science or equivalent practical experience
• Typically requires a minimum of 6 years of related experience with a Bachelor’s degree; or 5 years and a Master’s degree; or a PhD with 2 years experience; or equivalent experience.
• Ability to translate product needs to technology
• Aptitude to participate in technical discussions and help make technical trade-offs
• Excellent verbal and written communication skills
• Ability to interface and build relations at all levels.
• Strong technical leadership, project management, analytical problem solving, and troubleshooting skills
• Ability to collaborate, build consensus, deliver, and drive technical decisions with various sized customer stakeholder groups

If you have a passion for technology and understand the importance and role customer service teammates play in the PayPal ecosystem, we would be thrilled to have you as part of this best-in-class Employee Experience to Customer Experience group under (Enterprise Services). We focus deeply on increasing customer loyalty, generating efficiencies and creating seamless experience for our customers and employees.

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

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.

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. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected].

Belonging at PayPal: 

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.