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:

The incumbent will serve a critical executive role as Vice President, Global Risk – Incident Management and will lead the development, execution, and continuous improvement PayPal’s enterprise-wide incident management program. This executive will oversee the global framework for detecting, assessing, and responding to operational, technology, and security incidents across the organization. The ideal candidate will have deep expertise in financial services, proven leadership in managing large-scale incidents, and the ability to collaborate across business units, technology teams, and regulators.

Global Risk Management is a high impact enablement function driving PayPal’s global success and is comprised of 1LOD Functions (Credit, Fraud Prevention, Financial Crimes/Anti-Money Laundering, Physical Security, Government Relations, and Functional Product Enablement). In addition, the independent function has prudential risk management 2LOD Oversight functions (Enterprise Risk, Compliance, Regulatory Affairs, Global Entity Management). This VP, Global Risk – 1LOD Incident Management reports directly to the PayPal EVP, Global Chief Risk Officer.

Incident Management Overview: PayPal serves hundreds of millions of consumers and tens of millions of merchants around the world. Ensuring being ‘always on’ for them means effective and proactive identification of controls to mitigate issues that turn into incidents across our Technology, Business Operations, Partnership Ecosystems. When incidents do occur, having effective global coordination across Technology, Corporate Communications, Regulatory Affairs, Business Unit, Global Risk Management, Partnership, and Executive Teams is essential. Delivering on effective recovery coordination, regulatory impact assessment, partner engagement, and internal/external communications will further our Safety + Trust mission and mitigate reputation risk.

Job Description:

Key Responsibilities

• Effective 24/7 Global Recovery Coordination: Lead functional readiness to engage stakeholders, business/functional leaders, external partners, Global Markets, and Technology Command Center.
• Resiliency Leadership with Global Incident Command Center: Oversight and engagement with Technology Commander Center, Cyber Defense Center, and other teams to triage notification, escalation, and recovery roadmap.
• Incident Response Leadership: Provide strong executive presence and confidence across PayPal in actively leading real-time incident management execution in responding to and resolving incidents promptly and effectively. Provide standards and counsel to technical incident management groups (cyber, technology, client incidents) as needed.
• Team Leadership: Build, mentor, and lead a high-performing global team of incident managers and crisis response professionals while fostering a culture of accountability, resilience, and continuous improvement.
• Lead ongoing resiliency and readiness exercises across PayPal to ensure effective incident management readiness to mitigate impacts.
• Drive adoption of advanced incident detection, monitoring, and response technologies, including AI-driven analytics and automation while partnering with cybersecurity, IT operations, and business continuity leaders to strengthen resilience and recovery capabilities.
• Continuously evolve the global incident management framework to anticipate emerging threats and industry best practices.
• Develop strong processes and effective contingency management plans across response types by crisis event with communication protocols that are tested regularly and effectively.
• Ensure communication protocols allow for primary, secondary and tertiary exchanges of critical information in times of crisis with appropriate delegations of authority to the crisis management team and secondary/tertiary leaders when primary executives are unavailable.
• Client Support & Enablement: Maintain a "client first" mentality, prioritizing resiliency, reliability and stability of core PayPal business and technology services to ensure resiliency across our global network.
• Process Development: Develop, implement, and continuously improve incident management processes, policies, and procedures.
• Stakeholder Communication: Serve as the primary point of contact for incident communication, ensuring timely and accurate updates to stakeholders, including senior leadership and external counterparts (prudential regulators, clients, etc.)
• Responsible for building business unit, operational, and enabling processes by ensuring transparency, consistent Business Impact Assessment severity/impact assessment, rapid resource engagement, appropriate escalation, and timely communication during outages.
• Training and Awareness: Develop and deliver training programs to enhance incident management capabilities across the organization.
• Metrics and Reporting: Establish key performance indicators (KPIs) and generate regular reports to track incident management performance and identify areas for improvement.
• Strong regulatory awareness of evolving operational resiliency mandates and insight on critical processes Recovery Time Objectives to ensure ongoing compliance.
• Ensure post-incident remediation activities are completed in a timely and complete manner – including integration with Issue Management and Business Controls.

Qualifications

• 15+ years of global risk management, financial services, and data science with relevant experience in a large-scale, heavily matrixed, high-growth financial services/bank entity.
• 15+ years of experience in incident management or a related field, with at least 7 years of that experience serving in senior leadership roles.
• Demonstrated leadership and effective communication with Board of Directors of financial institutions, including navigating risk assessment and operational resiliency.
• Strong technical knowledge of IT infrastructure, cybersecurity, and enterprise operations.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
• Expertise in crisis communication, regulatory engagement, and executive stakeholder management.
• Strong background in financial services with a deep understanding of regulatory and operational resilience requirements.
• Proven track record of managing large-scale, complex incidents in a global, high-pressure environment.
• Demonstrated learning agility and passion for taking on new challenges and executing with high velocity.
• Global/domestic travel (~10%).
• Prefer: Master’s degree in Business, Risk, Cybersecurity, or related field preferred.
• Prefer: Relevant certifications (e.g., CISSP, CISM, CISA, CBCP, PMP).
• Prefer: Extensive and credible experience in regulated entities (i.e.: CSSF/Commission de Surveillance du Secteur Financier, FCA/Financial Conduct Authority, MAS/Monetary Authority of Singapore, OCC/Office of Comptroller of Currency, U.S. Federal Reserve, and/or FDIC supervised entities).
• Prefer: Demonstrated experience in crisis management with cyber response and / or former military combat leadership.