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 CSM Business Operations team leads the strategy and execution for the programs that enable Customer Success Managers to deliver on their KPI’s and objectives of Revenue Growth, Customer Retention and Customer Satisfaction. We bring a global approach to customer prioritization, program automation, standardized performance tracking and measurement of commercial outcomes. As a Senior Manager for Growth and Retention, you will be the point of contact Globally for the effective running of initiatives within these programs. You'll also communicate strategic/operational updates and details to all stakeholders across multiple different forums. The Customer Success Management organization delivers a strong and deep relationship with our customers, that goes beyond expectations, focused on driving growth for our customers and for PayPal.

Job Description:

Responsibilities

• Support the Director of Business Operations in driving program strategy and objectives that align with achieving KPI’s for the Global CSM organization
• Lead and manage complex global commercial projects managing stakeholders including our internal customers (CSMs, CSM leadership) and our technology and operations teams (Revenue Operations, Global Data Sciences, Sales Analytics, Enablement)
• Program Manage the delivery and ongoing evolution of critical programs, managing and coordinating required activity across multiple stakeholder teams roadmaps, maintaining project documentation including project plans, timelines, status reports, issues logs etc
• Manage the launch of programs and updates working closely with enablement to effectively communicate to all stakeholders
• Lead investigations into understanding what is driving or impacting key program KPIs working closely with our operations and analytics stakeholders

Job Requirements

• min. 7+ years of related business and leadership experience
• Experience navigating multiple business, process, data and workflow issues
• Solid strategic planning skills that can breakdown a strategic priority into clear operational actions and outcomes
• Strong analytical mindset with ability to work across multiple data sets and systems in order to understand a problem

Preferred Requirements

• Experience successfully building/implementing partnerships, cultivating relationships across stakeholders to drive objectives, and mobilising influential community groups.
• A good understanding of standard business practices related to Sales Operations processes and systems (sales cycle, salesforce.com, reporting, forecasting) with experience in initiating improvements
• Strong program managements skills including scheduling, workstream management, risk management, status reporting and resource management
• Strong communication, presentation and negotiation skills that can pivot across different audiences including senior leaders and internal customer success managers
• Ability to quickly adjust to changing business priorities

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.