Sr. Director, Service Experience Product

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:

PayPal’s Service Experience organization is focused on winning, keeping, delighting, and doing more for the 430M consumers and merchants on PayPal’s platform. This team has end-to-end accountability for driving delightful and profitable support and service experiences in markets around the world. The team ensures seamless execution, drives profitable growth, and supports the global sales and distribution of PayPal’s products and services.

Reporting to the VP, Service Experience Product, this Senior Director will oversee a team of Product Managers and Analysts focused on identifying and evaluating upstream customer problems in a way that either eliminates the problem or enables a customer to self-heal via one of our channels (Chatbot, IVR, Help Center). Leveraging your prior experience, data, VOC, and a deep partnership with Design leadership, you and your team will influence teams across PayPal to prioritize and implement execution that (1) reduces contacts while (2) increasing engagement and retention. Your partners include Product, Marketing, Commercial, Operations, and Engineering leads across Merchant, Consumer, and Risk Platform domains.

The Senior Director, Service Experience Product is expected to possess both a commercial and technical point of view and will play a critical role in leading projects from idea generation to operational execution.

Job Description:

Product Strategy & Vision

• Collaborate with the Vice President, Service Experience Product to co-develop a customer-centric, end-to-end approach to reducing contacts by intent.
• Partner closely with Design, Voice of Customer (VOC), and Analytics leaders to evangelize the vision and opportunities.
• Contribute to strategies that integrate advanced technology and automation for merchant/consumer support and services (e.g., self-service tools, chatbots, generative AI, internal tools, etc.).

Leadership & Team Development

• Hire, lead, and inspire a high-performing team of product managers and analysts, with an intense focus on driving the best customer experience.
• Set clear goals and performance expectations. Provide coaching and professional development opportunities to team members.
• Foster an inclusive and diverse team environment that encourages creativity and new ideas.

Product Development & Execution

• Develop and maintain a cohesive product roadmap that aligns with business goals and speaks directly to customer needs.
• Ensure timely and successful product launches with effective go-to-market strategies.
• Work flexibly with dedicated versus allocated capacity. Participate directly in planning and prioritization cycles. Manage product and launch execution as needed.

Customer Focus & Insights

• Develop Customer Journey Maps that identify opportunities, gaps, and accountability across people, processes, and the tech stack.
• Use data to drive operational efficiency, improve funnel conversion and retention, and create processes to enhance the customer journey.

Business Impact

• Influence and execute product changes that drive significant contact reduction by intent and result in improved product engagement and retention.
• Oversee the evaluation of the impact of product investments on ROI, including impact on revenue, unit economics, and overall consumer and merchant experience.

Cross-Functional Leadership

• Partner with Merchant, Consumer, Risk Platform, and BUs to proactively drive improved product engagement, loyalty, and retention.
• Collaborate with executive-level stakeholders on the evaluation, development, and execution of product launches and marketing campaigns designed to increase share-of-wallet, reduce churn, drive retention, and improve loyalty.

What to bring

• 8-10 years of experience leading diverse, cross-disciplinary technical Product teams, focusing on driving strategy and innovation to solve complex challenges to improve customer experience.
• Demonstrated expertise in delivering strategic, high-impact projects leveraging Product Management expertise.
• Demonstrated ability to build deep relationships across Product, Engineering, Marketing, Operations, and Commercial teams to achieve business outcomes.
• Consistent record of success in delivering commercial and technical product impact across multiple dimensions.
• 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.
• Continuous improvement mindset with a bias toward action.
• Global and domestic travel – up to 20%.

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