SMB Merchant Servicing Manager

This job leads a multi-phased customer experience strategy, identifying pain points and driving improvements. You'll influence cross-functional teams, prioritize customer-focused initiatives, and collaborate on enhancements. Responsibilities include managing complex projects, leveraging data analytics to assess costs, and taking a strategic approach to deliver exceptional experiences.

Must Have

• Implement a multi-phased strategy to enhance the overall customer experience.
• Identify customer pain points and develop data-driven improvement strategies.
• Lead cross-functional teams to prioritize and execute customer-focused initiatives.
• Collaborate with internal teams to identify opportunities for improving the customer journey.
• Leverage data and analytics to assess costs, measure performance, and report on business impact.
• Manage complex programs by documenting service capabilities and driving innovation.
• Create and present business cases, projects, and analyses in a clear and compelling manner.
• 5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.

Good to Have

• Strong organizational, communication, and interpersonal skills.
• Competence in driving results through clear vision and strategic direction.
• Proficient in prioritizing activities, identifying urgent needs, and delegating tasks to ensure timely achievement of goals.
• Eagerness to learn and adapt to new software and technologies.
• Familiarity with external systems, internet applications, and CRM tools (such as Microsoft Office Suite).
• Capability to interpret and utilize both quantitative and qualitative management reports.
• Knowledge of Financial Operations and Customer Support processes.

Perks & Benefits

• flexible work environment
• employee shares options
• health and life insurance
• 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

Job Summary:

This job leads a multi-phased customer experience strategy, identifying pain points and driving improvements. You'll influence cross-functional teams, prioritize customer-focused initiatives, and collaborate on enhancements. Responsibilities include managing complex projects, leveraging data analytics to assess costs, and taking a strategic approach to deliver exceptional experiences.

Job Description:

Essential Responsibilities:

• Implement a multi-phased strategy to enhance the overall customer experience.
• Identify customer pain points and develop data-driven improvement strategies.
• Lead cross-functional teams to prioritize and execute customer-focused initiatives.
• Collaborate with internal teams to identify opportunities for improving the customer journey.
• Leverage data and analytics to assess costs, measure performance, and report on business impact.
• Manage complex programs by documenting service capabilities and driving innovation.
• Create and present business cases, projects, and analyses in a clear and compelling manner.

Expected Qualifications:

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

Additional Responsibilities & Preferred Qualifications:

• Strong organizational, communication, and interpersonal skills.
• Competence in driving results through clear vision and strategic direction.
• Proficient in prioritizing activities, identifying urgent needs, and delegating tasks to ensure timely achievement of goals.
• Eagerness to learn and adapt to new software and technologies.
• Familiarity with external systems, internet applications, and CRM tools (such as Microsoft Office Suite).
• Capability to interpret and utilize both quantitative and qualitative management reports.
• Knowledge of Financial Operations and Customer Support processes.