Senior Director, Service Personalization

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:

Meet our team
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.

Job Description
Scope and complexity
Reporting to the Vice President of Service Experience Product, this technical leader will spearhead the transformation of PayPal's service communications infrastructure to optimize customer interactions and reduce friction across both merchant and consumer journeys. This leader will employ a data-driven approach, leveraging their expertise in technical product management and strategic service communications to lead cross-functional teams in executing a unified service personalization strategy. The leader will also directly manage a large Content organization and be responsible for expanding its scope to cover end-to-end service communications while reducing operational expenses through helping the team embrace an AI-first culture.
The Senior Director, Service Experience Personalization is expected to play a critical role in leading projects from idea generation to operational execution.

Job Description:

Job Description

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

Develop and Lead Service Personalization Strategy

• Identify and quantify key "moments that matter" in the customer journey for personalization opportunities and apply advanced analytics tools to measure impact.
• Spearhead the use of AI and machine learning tools to create a personalized service architecture that aligns with PayPal’s strategic goals and enhances customer decision-making and loyalty.
• Establish and cultivate partnerships with leading AI technology providers to integrate state-of-the-art personalization solutions, ensuring that PayPal remains at the forefront of innovation in service delivery.
• Evaluate, select, and implement AI and analytics tooling that enables the effective capture and processing of customer data, ensuring seamless personalization capabilities across platforms.

Team management

• Manage a 20+ person personalization organization, measuring customer impact, scale expansion, and efficiency.
• Champion culture change and n