Director Business Ops, Merchant SE

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:

About Our Team

The Merchant Service Experience team is responsible for proactive and reactive support across all PayPal products, serving all customer segments—from SMBs to the largest global brands—across all geographies.

We work cross-functionally with Product, Engineering, Data Analytics, Data Science, Commercial Teams, Tech and Tooling Teams, Finance, Communications, HR, and Legal to improve merchant experiences and drive business outcomes like retention and growth.

We are on a journey to redefine the service experience, integrating AI, product-led growth, automation, people, and process improvements to deliver seamless, and scalable merchant support.

The Role

We are seeking a Director of Business Operations to join the Merchant Service Experience team. This is a high-impact role requiring a strategic operator who can drive execution, run special projects, navigate complexity, and connect the dots across teams. This leader will be responsible for driving operational efficiency, program execution, and measurable step-change improvements in merchant outcomes by leveraging automation, AI, and data-driven decision-making.

Job Description:

Key Responsibilities 

Strategy & Execution Leadership 

• Serve as a thought partner to Merchant Service Experience leadership, ensuring alignment on strategic priorities. 

• Develop and manage operating rhythms to ensure clear prioritization and execution focus. 

• Lead key cross-functional initiatives to enhance operational efficiency, strengthen customer support capabilities, and drive merchant success by identifying and removing execution roadblocks to deliver business impact at scale. 

Program & Initiative Leadership 

• Lead mission-critical programs by influencing stakeholders across Product, Engineering, Sales, Operations, and Tech & Tooling teams. 

• Drive AI and automation-driven service improvements, improving merchant onboarding, payment processing, and issue resolution. 

• Partner with Finance and Analytics to develop data-driven insights and recommendations. 

Cross-Functional Influence & Leadersh