Manager, Business Program Management 2

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-

As the Lead Program Manager for the Channel Strategy & Optimization team at PayPal, you will lead strategic programs for the Self-Service Channel Strategy & Optimization ensuring channel performance that aligns with company objectives. You will manage and execute plans for strategic priorities, driving impact within PayPal’s Global Customer Service organization. The ideal candidate has strong program management, strategic planning, and cross-functional collaboration skills, along with experience in executive communications and a consultative approach to enhancing customer experience.

Meet our team-

Our innovative PayPal Global Customer Services, Channel Servicing and Innovation (CSI) team delivers best-in-class customer experiences for all of PayPal and its brands, globally. The CSI team plays a strategically important role in driving customer experience and business value through innovation, continuous improvement and leveraging the power of the latest technologies to fundamentally redefine how we help our customers help themselves.

Job Description:

Your way to impact

• Define program scope, objectives, and deliverables, and set clear timelines and milestones with self-service channel strategy managers.
• Collaborate with assisted channel managers, product management, data & analytics, and other stakeholders to ensure seamless execution of channel priorities.
• Deliver executive presentations to educate stakeholders, from C-suite to partner team members while championing the CSI team's work.
• Mentor and guide junior team members, promoting a collaborative and high-performance environment.

Your day to day

In your day to day role you will...

• Develop and execute data-driven channel strategies with self-service channel managers and leadership, aligning with company objectives and driving growth.
• Lead planning and execution of self-service channel programs, including optimization, modernization, customer experience experiments, and brand integration.
• Oversee multiple programs and projects, ensuring timely delivery and budget adherence.
• Monitor and analyze channel performance metrics with the Data & Analytics team, identifying improvement areas and implementing data-driven strategies.
• Provide regular reports and updates to senior leadership on program performance, challenges, risks, and mitigation options for self-service and assisted channel programs.

What do you need to bring-

• 7+