Sr Manager, Business Operations

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 Summary:

Over 30M SMBs around the world trust PayPal to pay and get paid. The SMB Value Added Solutions team (“SMB VAS”) has a mission to expand the suite of products and services that PayPal provides to SMBs beyond payments—with a vision of making PayPal the place SMBs come to run their business holistically. Our team leads the strategy and commercialization of Global Merchant Lending, Point of Sales, as well as new offerings in conjunction with product, engineering, design, marketing and other teams. 

Job Description:

Your way to impact

• Develop a comprehensive Voice of the Merchant program.  Implement customer feedback strategies to collect, analyze and communicate insights across functional teams.  Work with operational areas such as Customer Support, Complaints, and Sales to identify trends, insights, and actionable recommendations.  Work with product and commercial leaders to “work customer back” and implement customer centric solutions.
• Serve as the SMB VAS POC for Operations (e.g. Customer Support, Complaints).  Facilitate resolution of customer issues and incidents by being the connective tissue between Operations, Legal, Compliance, Commercial, Product and Engineering.  Collaborate with Commercial Product, and Operations to ensure procedures, work instructions, and call scripts are kept up to date.
• Partner with SMB VAS leadership to track OKRs and KPIs.  Work with SMB Business Operations Analytics to define, revise, and enhance metrics and dashboards for KPIs and OKRs. 
• Drive operating rhythms, relevant artifacts and team events to enable better communications and engagement up, down and across functions and teams;
• Drive agendas and prep for internal team rhythms and management/executive reviews  
• Lead workstreams for special projects and transformation efforts from time to time.
• Be a thoughtful steward of the cultural values we strive for as a company (collaboration, innovation, inclusion, wellness) and an ambassador of for enterprise-wide activities  

Your day-to-day

• Ensure required deliverables are completed on time and with high quality; Deliverables include, but are not limited to: board decks, WBRs, KPI readouts, etc.
• Track key projects that are required for the business to meet its commitments
• Partner with Commercial leads to define cross-functional dependencies and monitor progress against agreed upon milestones
• Hold stakeholders accountable to key deliverables, potentially having tough conversations when deliverables are at risk
• Support third-p