Sr. Dir, Head of Tech Services & Tech Acct Mgmt

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 Summary:

PayPal is seeking a Global Senior Director of Technical Support & Technical Account Management to lead the next phase of our global merchant support strategy for Enterprise and SMB merchants. This leader will oversee both our Technical Support teams and Technical Account Managers (TAMs)—ensuring that merchants not only get fast, reliable support but also thrive and grow on the PayPal platform.

Job Description:

Essential Responsibilities:

• Serve as on-the-ground technical leader and partner with Product Development, Commercial and Operational leadership teams
• Bring outside-in thinking to the organization and highlight industry trends that should be considered and evaluated
• Develop a data-driven mindset focused on leveraging data to deliver service excellence to customers
• Instill PayPal's values into the team and guide-develop the team to deliver high performance and desired business results

Minimum Qualifications:

• Minimum of 18 years of relevant work experience and a Bachelor's degree or equivalent experience.

Preferred Qualification:

This is a key role at the intersection of Support, Sales, and Customer Success. You’ll be responsible for strengthening day-to-day issue resolution, improving integration health, and proactively partnering with commercial teams to maximize TPV (Total Payment Volume) and long-term merchant success. The foundation is strong—now we’re looking for a leader who can scale, modernize, and unify the function for the next chapter. 

 

Key Responsibilities 

• Lead the global technical support organization for merchants, driving consistent, high-quality resolution of complex platform, API, and integration issues. 

• Manage and scale the Technical Account Management (TAM) function, ensuring high-value merchants receive proactive technical partnership aligned to growth goals. 

• Drive merchant success and TPV growth by partnering closely with Sales and Customer Success to improve onboarding, reduce friction, and optimize solution adoption.