Director, Business Operations - Consumer Financial Services

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:

This individual will serve as the Director of Business Operations for our Consumer Financial Services (CFS) commercial team. They will be a trusted advisor to the leadership team and play a pivotal role in centralizing and optimizing business operations, contract management, and customer-related processes—including Voice of Customer (VoC) programs—to ensure an integrated and transparent operating model that connects internal execution with customer impact.

The leader will drive a range of multi-disciplinary operating rhythms and transformation initiatives that shape, implement, and manage the organization’s operating plan, strategy, engagement, and special projects. Operating rhythms include development of strategic plans and progress tracking, team composition and evaluation, and team engagement and culture.

Job Description:

Essential Responsibilities:

• Establish overall business or technical strategy for the business operations of aligned organization.
• Influence decisions as an advisor or counsel to business leadership.
• Drive strategic objectives and ensure resources are effectively allocated.
• Provide oversight and support for planning and management of financial, budget, and headcount targets.
• Act as a liaison between business leadership, staff, and other key partners.
• Optimize workflows and drive process improvements to enhance organizational performance.
• Drive and monitor Objectives and Key Results (OKRs) to address gaps in business and operations.

Expected Qualifications:

• 10+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.

Additional Responsibilities & Preferred Qualifications:

Additional Responsibilities

• Serve as a central coordination point across the Consumer Financial Services (CFS) ecosystem, connecting executives, product, engineering, PMO, Finance, Legal, Customer Operations, and People (HR) teams.

• Lead and evolve business operations functions—including planning, contracts, customer operations, and Voice of Customer (VoC) initiatives—into a unified operating model that links strategy, execution, and outcomes.

• Partner with CFS commercial leadership to define and drive strategic vision, OKRs, and performance tracking.

• Establish transparent feedback loops between customer insights, operational decisions, and leadership priorities to ensure customer and employee voices shape business actions.

• Identi