Director, Service Product Growth

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:

Meet our team
PayPal’s Service Experience organization is focused on winning, keeping, delighting, and doing more for the 430M consumers and merchants on PayPal’s platform. This team has end-to-end accountability for driving delightful and profitable support and service experiences in markets around the world. The team ensures seamless execution, drives profitable growth, and supports the global sales and distribution of PayPal’s products and services.

Scope and complexity
Reporting to the Senior Director, Service Experience Product, this leader will work with PayPal product teams by recommending, executing, and measuring rapid experimentation to eliminate customer frictions across merchant and consumer journeys. Leveraging your prior experience in Product Growth, you will influence teams across PayPal to prioritize and implement execution that (1) reduces contacts while (2) increasing engagement and retention. Your partners include Product, Marketing, Commercial, Operations, and Engineering leads across Merchant, Consumer, and Risk Platform domains.

The Director, Service Experience Product Growth is expected to drive experiments execution and data-driven decisions to continually improve the product experience and maximize customer value.

Job Description:

**We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply.

Product Strategy

• Collaborate with the Senior Director, Service Experience Product to co-develop a customer-centric, end-to-end approach to reducing contacts by intent.
• Partner closely with other Product Teams, Voice of Customer (VOC), and Analytics leaders to evangelize the vision and opportunities.
• Contribute to strategies that integrate advanced technology and automation for merchant / consumer support and services (e.g., self-service tools, chatbots, generative AI, internal tools, etc.).

Product Experimentation & Data

• Unlock growth opportunities at every stage of the user journey via experiments.
• Be able to work flexibly with dedicated versus allocated capacity. Participate directly in planning and prioritization cycles. Directly manage product and launch execution as needed.
• Use data to drive operational efficiency, improve funnel conversion and retention across the customer journey.
• Leverage VOC to test into innovation focused on solving customer problems.

Business Impact

• Define and monitor leading indicators related to product growth and custo