Head of Global Complaints & Advocacy

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:

The Director, Global Customer Complaints & Advocacy leads the governance and oversight of Global Regulatory Complaints, Global Non-Regulatory Escalated complaints (i.e: Better Business Bureau, Escalations from VP’s and above, Reclame Aqui in Brazil, etc.) and the processing of Global Legal Operations (Restraining orders on accounts, Transaction data subpoena’s, etc.) for
globally recognized brands, including PayPal and Venmo.

This Director will also be responsible for managing performance in this high-impact, highly visible function to achieve critical business objectives including customer experience, efficiency, and risk management. They will work closely with multiple partners including Product, Engineering and Modeling to achieve these objectives.

Moreover, this executive leader may also lead teams of direct employees and vendor partners across North America, LATAM, EMEA and APAC to execute service delivery.

This position will report to the VP of Service Experience - Consumer Servicing.

Job Description:

Key Responsibilities

• Responsible for leadership and development of a high-performance team of talented Managers, Leaders, and service professionals in the processing of complaints, escalations, and regulatory and legal inquiries.
• Manage the performance across multiple sites and locations, setting clear performance objectives and provide regular feedback and coaching to team members.
• Manage the review and response to medium and high-risk customer complaints from advocacy groups, Sr. Executives, and Regulatory bodies.
• Foster a positive and collaborative work environment that encourages continuous improvement and employee growth.
• Develop and implement strategies to achieve key performance indicators (KPIs) related to customer satisfaction, response times, and resolution rates.
• Responsible for strategic planning and execution of operations, including collaborating with global leaders on ideas for improving, implementing, developing and integrating processes for continuous improvement of complaints management and escalations.
• Monitor and analyze metrics to identify trends and areas for improvement.
• Implement best practices and standard operating procedures to streamline processes and enhance efficiency.
• Ensure employee adherence to company policies, procedures, and quality standards.
• Develop and execute initiatives to enhance consumer engagement and loyalty.
• Act as a brand ambassador by promoting a positive image of the company and its products/services.