Sr. Product Manager 2 - 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:

As the Senior Product Manager for Merchant Service Experience, you’ll define how PayPal communicates and resolves high-impact issues for large, medium and small businesses. You’ll build merchant-facing diagnostics, alerting frameworks, and real-time revenue recovery tools that make issues self-identifiable and fixable. You’ll partner closely with account managers, support agents, and merchant platforms to ensure we meet the needs of high-volume sellers, partners, and enterprise clients. Your work will help prevent churn, maximize payment throughput, and make PayPal the most reliable partner for growth-minded businesses.

Job Description:

Meet our team 

The Service Experience Growth team sits at the intersection of product, engineering, support, and trust. We’re on a mission to reinvent service for the modern financial ecosystem. We own in-house platform that powers service experiences for the entire PayPal ecosystem. You’ll be joining a team that works across consumer and merchant journeys, and partners closely with design, data science, and engineering to build the future of service that is predictive, personalized and AI-driven.

We operate like a startup within PayPal: fast-moving, mission-driven, and deeply cross-functional — and we obsess over making every service moment delightful, efficient, and invisible when possible. This is a rare opportunity to work on high-visibility, high-impact systems that affect millions of customers and businesses.

 

Your way to impact 

You’ll lead key growth initiatives that shape the future of service experience spanning across all PayPal products. As a product leader, you’ll define strategy, execute roadmaps, and deliver capabilities that grow revenue, reduce friction, drive automation, and deliver exceptional outcomes. As single threaded owner of your portfolio, you will lead a team of engineers, analysts, designers alongside to define a near term roadmap and long-term strategy for our consumer service products. This will require exceptional verbal and written communication to influence peers and senior leaders with a bias towards clear, concise, and comprehensive documentation supported with evidence. You will become a subject matter expert in your area, continually identifying opportunities to improve our experiences, and advocating on behalf of the customer using data and s