VOC Insights & Communication Sr. Manager

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:

What you need to know about the role-

Join PayPal's Global Customer Services, Voice of Customer Insights team to drive customer experience and business value by improving and re-engineering core products, processes, policies, and self-help experiences.


Meet our team-

We seek a dynamic, self-motivated individual with exceptional analytical and communication skills to drive projects forward by leading and influencing cross-functional teams, including senior leaders. The ideal candidate will be passionate about customer service improvement and skilled in data-driven storytelling.

Job Description:

Your way to impact

• Lead complex, cross-functional projects through planning, buy-in, risk management, stakeholder communication, and performance monitoring.
• Advocate for enhancements to the customer experience across products, self-help, policy, and customer service.
• Collaborate with cross-functional teams (e.g., product management, engineering, UX, Risk, operations) to drive improvements in customer experience.
• Explain the context and implications of key performance metrics.

Your day to day

In your day to day role you will...

• Create succinct, polished, and actionable PowerPoint presentations for senior leaders to review and act upon.
• Collaborate with the VOC Insights team to summarize customer pain points and present these issues to product partners for execution.
• Ensure smooth integration of customer-focused initiatives into the product roadmap.
• Partner with data analytics resources to assess the cost impacts of pain points and business opportunities for improvement.
• Use data to generate insights on business performance throughout the customer lifecycle, and lead the creation of business cases for prioritizing necessary changes.

What do you need to bring

• 7+ years Process Improvement/ Project Management operations/customer service experience within a multinational, fast moving operations.
• Project Management Certification (PMI, Prince, etc.) and/or Six Sigma/ Lean Qualification preferred.
• Expertise in transforming data into actionable insights and communicating effectively with senior leaders.
• Strong prioritization, problem-solving, and analytical skills, with proficiency in Microsoft Office Tools.
• Ability to lead without direct authority, drive change, and manage transformation in dynamic environments.

Additional Job Description:

Subsidiary: