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 Bac