Sr. Product Manager

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to revolutionize commerce globally to make moving money, selling and shopping, personalized and secure. 

Job Description Summary:

The Experience Design organization at PayPal is chartered with improving our end-to-end customer experiences, building the muscle of being customer centric and thinking end-to-end to deliver amazing experiences. The Product Manager will be responsible to ensure our products are inclusive, and are reflective of our growing global member base.
As a Product Manager, you will guide a multi-year, global initiative to improve product inclusion & representation in our experiences. You will work closely with our research, product, design, data and engineering teams and develop policies, frameworks, and workflows that are proactive and effective at scale.

Job Description:

The Experience Design organization at PayPal is chartered with improving our end-to-end customer experiences, building the muscle of being customer centric and thinking end-to-end to deliver amazing experiences. The Product Manager will be responsible to ensure our products are inclusive, and are reflective of our growing global member base.

As a Product Manager, you will guide a multi-year, global initiative to improve product inclusion & representation in our experiences. You will work closely with our research, product, design, data and engineering teams and develop policies, frameworks, and workflows that are proactive and effective at scale.

What success looks like 

• Lead design and implementation of a holistic, end-to-end Customer Insights Lifecycle program to activate the enterprise to react to and solve customer pain points in near real-time.  

• Synthesize customer feedback across multiple channels and teams to create a single source of intake for product, marketing, and policy teams to prioritize roadmaps.  

• Develop and scale capabilities to triage and prioritize customer feedback, assess customer impact, and evaluate root cause to ensure our top customer issues are addressed quickly and effectively.  

• Define data and predictive analytics requirements to measure the impact of customer outcomes and KPIs for all product, policy, and marketing implementations. Partner with VOC and Product Analytics leaders to implement and drive constant measurement towards customer outcomes.  

• Leverage and connect tools and automation across customer intake and engineering teams to develop a consistent flow of feedback, status updates, and measurement of impact. 

• Help product teams connect, collaborate and coordinate their efforts related to inclusion in the consumer experience
 

• Prioritize and advocate for an inclusive and representative customer experience. 

• Lead diverse cross-functional teams and drive towards shared goals 

• Serve as a thought partner in helping develop overall inclusion program efforts and identify emerging issues and trends to inform decision-making. 

Key Competencies and Mindset: 

• Inclusive

• Customer Centric: You are customer focused. You are an expert in customer discovery, problem identification and solutioning. You can understand customer needs, context, market context and existing solutions to drive innovative customer solutions. You can distill customer insights and identify business opportunities. 

• Outcome Focused: You solve for customer outcomes while delivering business results. You can iterate on products to improve customer outcomes and results. You can do so by leveraging multiple data inputs – both qualitative and quantitative to validate hypothesis and help teams get to the right insights. 

• Influence without authority: You are great at communicating in a way to inspire teams. You build and inspire highly effective cross-functional and enterprise teams. You can influence teams without direct authority. You can lead teams to deliver customer-focused products that move PayPal and its customers forward. You are comfortable working in a consulting capacity as well as running a product directly. 

• Growth mindset: You are growth minded and continuously learning. Learning from customer, market, about the product, about PM skills, leadership skills and everything that is required to make you a stellar product leader. 

• Servant leadership: You approach your work with a mindset of service. Serving our customers, teams, and those around you to help set them up for success. 

Qualifications: 

• 10+ years of experience in Product management, Program management, or Product Operations 

• Proved track record in product craftsman