Manager, Strategy, OKRs & Exec Comms

This role is for a Manager, Strategy, OKRs & Exec Comms at PayPal, working directly with the Chief Service Experience Officer. The position focuses on operationalizing strategy through OKRs, prioritizing initiatives, quantifying outcomes, and elevating executive communications. It involves connecting executive priorities with product roadmaps and customer operations, translating customer and merchant feedback into strategic actions to drive clarity, alignment, and measurable outcomes across the global servicing ecosystem.

Must Have

• 8+ years relevant experience
• Lead complex projects to optimize operational processes
• Drive global process improvements
• Provide oversight for financial, budget, and headcount targets
• Utilize internal and external data for actionable insights
• Operationalize strategy through OKRs
• Build a transparent portfolio view of initiatives
• Design measurement plans to prove impact on key metrics (CSAT/NPS, CES, FCR, AHT, deflection/containment, contact rate, cost-to-serve, retention)
• Craft crisp executive materials for QBRs/MBRs, strategy reviews, and board level forums
• Partner with Prototyping, UX, Product, and Customer Service
• Translate Servicing Experience priorities into a coherent portfolio
• Facilitate quarterly OKR planning and run the OKR cadence
• Establish baselines and counterfactuals; design A/B tests
• Help design dashboards that tie initiatives to business impact
• Craft and design narratives, memos, and decks for the CXO suite
• 5+ years in management consulting/strategy & operations, BizOps, or closely related roles
• Structured problem solving with a bias to action
• Hands-on OKR expertise at scale
• Analytical fluency with spreadsheet modeling, experimentation basics, and BI tools
• Executive presence & communication
• Proven cross-functional leadership
• Design sensibility

Good to Have

• Experience in service/contact center, CX, or product operations
• SQL familiarity

Perks & Benefits

• Flexible work environment (balanced hybrid model)
• Employee shares options
• Health insurance
• Life insurance
• Medical, dental, vision, and other benefits
• Commitment to building an equitable and inclusive global economy
• Resources for financial, physical, and mental health

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:

We’re looking for a structured, hypothesis driven operator who turns ambiguity into action. This role sits at the intersection of strategy, analytics, design, and executive communication—working directly with PayPal’s Chief Service Experience Officer and Service Experience leadership to drive clarity, alignment, and measurable outcomes across our global servicing ecosystem.

You’ll connect the dots between executive priorities, product roadmaps, prototyping, and customer operations—translating the voice of our customers and merchants into strategic

Job Description:

Essential Responsibilities:

• Lead complex projects of diverse scope to optimize operational processes.
• Participate in complex problem resolution and determine methods and procedures for new assignments.
• Drive global process improvements within the organization.
• 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.
• Influence the quality, efficiency, and effectiveness of business processes.
• Utilize internal and external data to provide actionable insights for business growth.

Expected Qualifications:

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

Additional Responsibilities & Preferred Qualifications:

How You’ll Make an Impact

• Operationalize strategy through OKRs: Stand up and run the OKR system for Service Experience—linking CSO priorities to team-level outcomes, dashboards, and operating cadences.
• Prioritize what moves the needle: Build a transparent portfolio view of initiatives and “campaigns” in servicing using data to sequence work and allocate capacity.
• Quantify outcomes, not activities: Design measurement plans (baselines, experiments, targets) to prove impact on CSAT/NPS, CES, FCR, AHT, deflection/containment, contact rate, cost-to-serve, and retention.
• Elevate the narrative: Craft crisp executive materials for QBRs/MBRs, strategy reviews, and board level forums that articulate progress, tradeoffs, and ROI.
• Turn insights into better experiences: Partner with Prototyping, UX, Product, and Customer Service to ensure the customer/merchant voice informs MVPs, pilots, and launches.

What You’ll Do (Day to Day)

Strategy & Portfolio Management

• Translate Servicing Experience priorities into a coherent portfolio; run intake, triage, and scoring (e.g., ROI/effort vs. impact) to focus teams on the highest leverage work.
• Create and maintain a Service Experience roadmap with clear interlocks across Product, Center of Excellent, Merchant Servicing and Consumer Servicing

OKR Design & Governance

• Facilitate quarterly planning; define objective statements, key results, and leading/lagging indicators.
• Run the OKR cadence (weekly pulses, monthly reviews, quarterly retros) and publish scorecards that track outcomes and risks.

Measurement, Analytics & Experimentation

• Establish baselines and counterfactuals; design A/B tests and phased rollouts for service campaigns and new capabilities.
• Help Design dashboards (e.g., in Excel/Sheets + BI tools like Looker/Tableau/Power BI) that tie initiatives to business impact (volume, quality, cost, and experience).

Executive Presentations & Storytelling

• Craft and design narratives, memos, and decks for the CXO suite—translating complex work into clear decisions and implications.
• Prepare Chief Servicing Officer for senior forums, investment reviews, and key decision moments.

CrossOrg Collaboration & Special Projects

• Lead tiger teams for high stakes problems (e.g., contact rate spikes, new channel launches).

What You’ll Bring

• 5+ years in management consulting/strategy & operations, BizOps, or closely related roles; experience in service/contact center, CX, or product operations is a plus.
• Structured problem solving with a bias to action; you build frameworks quickly and drive to decisions.
• OKR expertise—hands-on experience designing, facilitating, and governing OKRs at scale.
• Analytical fluency—comfort with spreadsheet modeling (Excel/Sheets), experimentation basics (A/B, holdouts), and BI (Looker); SQL familiarity is a plus.
• Executive presence & communication—able to simplify the complex, ask sharp questions, and craft board ready narratives and visuals.
• Crossfunctional leadership—proven success partnering with Product, Engineering, BizOps, Data/BI, and Customer Service.
• Design sensibility—you can turn strategy into polished, high impact artifacts that land with clarity.

Subsidiary:

PayPal

Travel Percent:

0

PayPal is committed to fair and equitable compensation practices.

Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.

The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit https://www.paypalbenefits.com

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The US national annual pay range for this role is $111,500 to $191,950

and

$124000 to $183700

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

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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

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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

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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

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

PayPal uses artificial intelligence (AI) technologies to help review and assess applications for this position. More information about our use of AI can be found at PayPal Candidate Privacy Statement.