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:

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:

• Minimum of 8 years of relevant work experience and a Bachelor's degree or equivalent experience.

Preferred Qualification:

Core Duties:

You will be leading a team of GCCA Specialists and Analysts that will support the Ombudsman function through responding to complaints and legal requests. This role is also responsible for the performance oversight of a team of outsource partners handling legal enquiries.

Core Duties Continued:

• Fluency in both Portuguese and English languages
• Experience leading a team of customer service specialists, and supporting outsource partners
• Obtain Ombudsman Certification every three years
• Stay informed of changing regulatory requirements to ensure Ombudsman cases are handled appropriately and in line with current standards
• Provide weekly reconciliation of Ombudsman cases to ensure they are properly entered into the Atheneticketing system as required and are categorized properly as Ombudsman or non-Ombudsman cases
• Monitor Ombudsman phone calls for quality and resolution of customer issues; complete quality evaluations for teammates
• Disclose breaks in the process to the Ombudsman Director, such as if calls are not properly recorded, as required
• Present results from the Ombudsman complaints channel monthly to Legal, Finance, and Compliance
• Provide semi-annual presentation to Audit
• Strong communication skills in all formats (verbal, written) and ability to effectively communicate with all organizational levels
• Effective presentation skills & ability to communicate effectively to stakeholders and partners

Technical Experience:

• Proficiency in external systems (Internet, Office Applications), and intermediate knowledge of applicable or relevant internal systems and software

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 .

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.