Sr. Mgr, SMB Advocacy & Insights

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:

The Sr. Manager, Small Business Advocacy and Program Lead, within the Office of the CEO, will be a passionate champion for small business customers at PayPal. This role focuses on amplifying the voices of small businesses across the company by driving and scaling a comprehensive program that’s designed to foster a culture of working customer back, being customer obsessed, and having small businesses ‘show us the way’ in how we serve them better. Your goal will be to build a thriving community of small business customers who will partner with teams across PayPal on activities and opportunities such as participating in internal meetings and events, small business storytelling through PayPal’s internal and external channels, and who will partner with our product and marketing teams to inform our product roadmap and go-to-market strategies to more efficiently reach prospective small business customers.



This position requires a strong leader with a proven track record in customer engagement, program management, leading through influence, and inspiring change within a large organization.

Job Description:

In your day to day, you will: 

  

Cultural Builder and Program Lead: 

• Drive and scale the Small Business Center of Excellence, a comprehensive program that’s designed to foster a culture of working customer back, being customer obsessed, and having small businesses ‘show us the way’ in how we serve them better. 

• Lead compelling customer engagement initiatives that showcase the human side of small businesses and their use of our products. This includes producing recorded customer conversations (including videos of small business owners sharing their origin stories and capturing how customers use our products); organizing internal 'marketplace' events featuring small businesses (including fireside chats with small business owners designed to help them create fans and customers within PayPal’s employee base); and cultivating a global network of