Change Enablement & Incident Management Lead

As PayPal continues its mission to revolutionize commerce, we’re looking for a Change Enablement & Incident Management Lead to join our Global Markets Organization within the Customer Care team. In this role, you’ll oversee and coordinate cross-functional initiatives to ensure they align, reinforce one another, and deliver measurable business outcomes. We’re seeking a dynamic, results-oriented leader who can accelerate Service Experience (SE) priorities and drive operational excellence across global Sales and Servicing. This role combines strategic program management with hands-on incident leadership—championing impactful change initiatives while guiding the response to critical business incidents in real time. You’ll collaborate across teams, bring clarity and focus to complex challenges, and help deliver meaningful business results in a dynamic, fast-paced environment.

Must Have

• Oversee and coordinate cross-functional initiatives to align and reinforce business outcomes
• Accelerate Service Experience (SE) priorities and drive operational excellence
• Lead end-to-end change programs from inception through delivery
• Apply structured program and change frameworks for clarity, prioritization, and execution
• Evaluate and challenge proposals balancing customer experience, risk, cost, and compliance
• Develop and monitor key performance indicators (KPIs) and post-launch impact assessments
• Ensure program decisions uphold regulatory compliance, service excellence, and strategic objectives
• Orchestrate cross-functional communications during and after incidents
• Lead status and coordination meetings for incident resolution
• Drive root cause analysis, post-incident reviews, and support process enhancements
• Act as the single point of coordination between Service Experience and cross-functional teams
• Build strong, trust-based relationships with leaders and decision-makers
• Drive accountability by defining ownership, deliverables, and timelines
• Produce executive-ready updates, dashboards, and reports for leadership
• 8–10 years’ experience in program management, customer operations, consulting, or transformation roles
• Proven analytical skills to interrogate data and drive strategic decision-making
• Demonstrated incident management and operational risk mitigation experience in a large-scale, multi-region organization

Good to Have

• Impact-oriented mindset, thriving amid ambiguity and changing priorities
• Exceptional executive communication, translating complex issues into concise insights
• Matrix leadership to influence and drive change without direct authority
• Self-directed ownership, maintaining accountability with minimal oversight
• Resilient under pressure, delivering quality outcomes in high-stress situations
• Flexibility for occasional off-hours and weekend support
• Commercial acuity to apply business insights to validate and inform decisions
• Strong stakeholder management to develop trust-based partnerships
• Merchant Enterprise Sales or Servicing experience
• Bachelor’s degree / advanced degree or equivalent professional experience

Perks & Benefits

• Flexible work environment
• Employee shares options
• Health insurance
• Life insurance

Job Summary:

As PayPal continues its mission to revolutionize commerce, we’re looking for a Change Enablement & Incident Management Lead to join our Global Markets Organization within the Customer Care team. In this role, you’ll oversee and coordinate cross-functional initiatives to ensure they align, reinforce one another, and deliver measurable business outcomes. We’re seeking a dynamic, results-oriented leader who can accelerate Service Experience (SE) priorities and drive operational excellence across global Sales and Servicing. If this sparks your interest, keep reading — the best is yet to come!

Job Description:

Essential Responsibilities:

• Scope: The project & program responsibilities are focused on internal information system-specific project tasks or non-technical project completion using an internal customer perspective, both typically from initiation through delivery.
• Organize daily activities based on organizational goals.
• Develop and implement new programs that support objectives.
• Monitor projects and oversee project managers.
• Evaluate program strengths and weaknesses.
• Develop program budgets and plans.
• Meet with stakeholders to discuss program status and goals.
• Improve strategies with the marketing team.

Expected Qualifications:

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

Additional Responsibilities & Preferred Qualifications:

Your way to impact

This role combines strategic program management with hands-on incident leadership—championing impactful change initiatives while guiding the response to critical business incidents in real time. In this context, you’ll collaborate across teams, bring clarity and focus to complex challenges, and help deliver meaningful business results in a dynamic, fast-paced environment. You’ll partner with senior leaders across Seller Experience, Product, Compliance, Legal, Content, and other key functions—acting as a connector who fosters alignment, mitigates risks, and drives measurable, lasting impact across the organization.

Your Day-to-Day

Program Management

• Lead end-to-end change programs within Service Experience, from inception through delivery, ensuring alignment with SE and PayPal’s strategic goals.
• Apply structured program and change frameworks to ensure clear clarity, prioritization, resourcing, and execution discipline.
• Evaluate and challenge proposals, balancing customer experience, risk management, cost-effectiveness, and compliance requirements.
• Develop and monitor key performance indicators (KPIs) and post-launch impact assessments to ensure sustained value delivery.
• Ensure program decisions consistently uphold SE’s commitment to regulatory compliance, service excellence, and strategic objectives.

Incident Management

• Orchestrate cross-functional communications, delivering clear, concise updates to SE leadership and operational teams during and after incidents.
• Lead status and coordination meetings, ensuring incident resolution progress and roadblocks are understood and addressed.
• Drive root cause analysis, post-incident reviews, and support ongoing enhancements to incident governance and process resilience.

Cross-Functional Coordination & Stakeholder Management

• Act as the single point of coordination between Service Experience and cross-functional teams (Product, Content, Compliance, Legal, Operations).
• Build strong, trust-based relationships with leaders and decision-makers across SE and the wider organization.
• Drive accountability by defining ownership, deliverables, and timelines across multiple teams and geographies.
• Produce executive-ready updates, dashboards, and reports for leadership, highlighting program health, risks, and opportunities.

What you need to succeed

• At least 8–10 years’ experience in program management, customer operations, consulting, or transformation roles; financial services or regulated industry preferred.​
• Proven analytical skills, ability to interrogate data, challenge assumptions, and drive strategic decision-making.
• Demonstrated incident management and operational risk mitigation experience in a large-scale, multi-region organization is advantageous.

What you need to exceed

• Impact-oriented mindset: thrive amid ambiguity and changing priorities, focusing on results.
• Exceptional executive communication: translating complex issues into concise insights and actionable recommendations.​
• Matrix leadership: influence and drive change without direct authority across cross-functional teams.​
• Self-directed ownership: maintain accountability and initiative for key outcomes with minimal oversight.
• Resilient under pressure: deliver quality outcomes for customers and teammates in high-stress, time-sensitive situations.
• Flexibility for occasional off-hours and weekend support.
• Commercial acuity: apply business insights to validate, challenge, and inform decisions.​
• Strong stakeholder management: develop trust-based partnerships and drive enterprise-wide impact.

Get bonus point with

• Merchant Enterprise Sales or Servicing experience desirable but not essential.
• Bachelor’s degree / advanced degree preferred, or equivalent professional experience.

We Believe in You

Interested in knowing more? Don't hesitate to apply and let's talk – we'd love to get to know you!

Must already possess valid authorization to work in the country where the position is advertised/located. Relocation support will not be provided for this role.

Subsidiary:

PayPal

Travel Percent:

0

PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. Any such request is a red flag and likely part of a scam. To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us.

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

Our Benefits:

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

Who We Are:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.

Belonging at PayPal:

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

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