Senior Director, Merchant Servicing

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:

We are looking for a senior leader for the Sr Director of Global Merchant Service role, to oversee the delivery of exceptional customer experience and support to our clients. This leader will be responsible for introducing significant improvements in our customer experience using cutting-edge technology such as AI Agents and predictive analytics. In a world where technology is bringing large step changes to operations, we are looking for a thought leader who leans on a rapid test and learn approach.

The individual will also be responsible for the day-to-day operations from managing performance and customer outcomes in this critical function to achieving key business objectives, including customer experience, business growth, efficiency, and risk management. The role involves close collaboration with various partners, including Product, Engineering, and Analytics, to meet these objectives.

The Senior Director will lead a diverse team of direct employees and vendor partners across North America, LATAM, EMEA, and APAC to execute service delivery.

In addition, the leader will also have a proven track record of attracting and retaining top talent.

This position will report to the VP of Merchant Servicing

Job Description:

Key Responsibilities 

 

• Improving Support Processes: Continuously improve support processes to enhance efficiency and effectiveness with the appropriate tools and metrics.  

 

• Implementing New Technology Solutions: Implement technology solutions that can drive efficiency and improve support services. This may involve researching new tools and platforms (chatbots, copilots etc.), and evaluating their effectiveness.  

 

• Managing Global Support Teams: Ensure that the teams have the necessary skills, knowledge, and resources to deliver exceptional support services in a consistent manner globally, including managing offshore outsourced vendors. 

 

• Expert Use of Data Analytics and Reporting Tools: Identify trends and share actionable insights with product teams for improving customer experience. 
   

• Partner closely with key partners in Se