Sr Director, Technical Account Management

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:

Job Description:

Essential Responsibilities:

• Serve as on-the-ground technical leader and partner with Product Development, Commercial and Operational leadership teams
• Bring outside-in thinking to the organization and highlight industry trends that should be considered and evaluated
• Develop a data-driven mindset focused on leveraging data to deliver service excellence to customers
• Instill PayPal's values into the team and guide-develop the team to deliver high performance and desired business results

Minimum Qualifications:

• Minimum of 18 years of relevant work experience and a Bachelor's degree or equivalent experience.

This is a key role at the intersection of Support, Sales, and Customer Success. You’ll be responsible for strengthening day-to-day issue resolution, improving integration health, and proactively partnering with commercial teams to maximize TPV (Total Payment Volume) and long-term merchant success. The foundation is strong—now we’re looking for a leader who can scale, modernize, and unify the function for the next chapter. 

Key Responsibilities 

• Lead the global technical support organization for merchants, driving consistent, high-quality resolution of complex platform, API, and integration issues. 

• Manage and scale the Technical Account Management (TAM) function, ensuring high-value merchants receive proactive technical partnership aligned to growth goals. 

• Drive merchant success and TPV growth by partnering closely with Sales and Customer Success to improve onboarding, reduce friction, and optimize solution adoption. 

• Embed AI/ML-driven capabilities across both Support and TAM functions to improve triage, personalization, and efficiency. 

• Elevate operational excellence through data-driven workflows, consistent SLAs, clear escalation paths, and actionable performance metrics. 

• Act as a technical executive sponsor during high-severity incidents and key merchant escalations. 

• Integrate with Product and Engineering teams to bring merchant feedback into the roadmap, improve supportability, and drive down recurring issues. 

• Improve knowledge management, tooling, and self-service for developers and merchants—enabling faster time-to-resolution and fewer inbound cases. 

• Ensure launch readiness and scalability for new product rollouts across support and account management functions. 

• Develop and inspire a high-performing global team, fostering a culture of merchant advocacy, technical excellence, and continuous improvement. 

What You Bring 

• 12+ years in technical support, technical account management, or post-sales leadership, with experience managing both reactive and proactive teams. 

• Experience supporting complex, API-centric platforms in fast-paced, global environments. 

• Track record of building strong alignment with Sales, Success, and Product to drive both technical resolution and commercial outcomes. 

• Demonstrated success scaling TAM organizations and driving customer retention and revenue growth through technical partnership. 

• Familiarity with AI/ML in support and success operations, including case deflection, intelligent routing, and TAM productivity tooling. 

• Excellent leadership, communication, and cross-functional influence—trusted by engineers, GTM teams, and executive stakeholders alike. 

• Strong operational acumen—can own metrics, capacity planning, and continuous improvement across geos and functions. 

• Bachelor's degree in computer science, Engineering, or related field.  Advanced technical degree a plus. 

Why PayPal 

PayPal powers commerce for millions of merchants around the world. As we scale, so must the systems and teams that support our customers. This role is a rare opportunity to lead a high-impact, dual-function organization—supporting merchants in moments of need while also helping them unlock the full potential of our platform. 

If you’re motivated by thoughtful growth, customer impact, and technical leadership at scale, we’d love to hear from you. 

Subsidiary:

Travel Percent:

-

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.

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 talentaccommodations@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.

Notice to Applicants and Employees who reside within New York City. Click here to view the notice.