Sr. Director, Content Design - Consumer

The Position  
The customer is at the center of everything we do at PayPal. As a leader in financial technologies, PayPal teams are cross-functional and inspired by the goal of improving the financial wellbeing of people and businesses around the world. Our cross-functional teams partner across the PayPal family of companies as one team to deliver unique and meaningful products for millions of customers around the world. 
 
PayPal’s multidisciplinary Experience Design team has embarked on a path to transform our user experiences and deliver supercharged, intelligent, and unique global products that elevate money management, payments, and commerce and bring meaningful value to every customer.  
 
As part of this evolution, our content strategy is core to our success, and we are seeking a content leader that’s a master of craft to join our leadership team and help drive transformation across the Consumer portfolio. This is an opportunity to have a massive impact and write the future of content design and commerce at scale. 
 
As Senior Director, Content Design, you will lead the Content Design teams across the entire Consumer portfolio (including PayPal and Venmo). You’ll be a key member of the Consumer Experience Design leadership team, partnering with experts in Design, Research, and Operations to drive strategic direction, editorial oversight, and operational excellence across the experience design lifecycle and to help build a high performing team and culture of design excellence. 
 
Job Description:  

• Working through your leadership team, lead a team of content designers across matrixed teams to deliver content design at scale, working with cross-functional partners, removing systemic obstacles, and presenting and influencing stakeholders across the product design lifecycle at every level.  

• Raise the bar and drive best practices in process and methodology across the content discipline, including strategy, operations, research, and systems, as well as accessibility, inclusion, globalization, content management, and emerging content tools, including generative AI (Artificial Intelligence).  

• Set global objectives and key results for content experiences and use data to inform content direction and monitor and optimize performance.  

• Hold the team accountable to leverage and extend the use of content and design systems, style guides, patterns, and assets in the creation of UX deliverables.  

• Shape team and content strategy, identifying risks and prioritizing opportunities.  

• Contribute to the wider Experience Design & Content communities, as a tastemaker and mentor, leveraging your strengths to grow people and teams globally.  

• Identify gaps and solutions for future growth and scale within the team or org.  

• Attract world-class content talent to join the amazing writers and strategists on the team and use your passion for coaching leaders to develop and retain a high-performing and high-impact team.  

• Have a point of view on strategic decisions, using insights from the team.  

• Understand how to influence stakeholders and leaders to implement the best ideas.  

• Have prior experience as a leader of a content design team that is large and/or complex, including managing managers, working across disparate product areas, and building an effective content design practice and org.  

• Build a diverse and inclusive environment across the team, model inclusive behaviors, and hold managers accountable.  

• Be adaptable, conceptual, and resilient in the face of change.  

• Evaluate new and existing user experiences on an ongoing basis and ensure content strategy is successfully implemented across the app.  

• Help scale our user experience by collaborating with our Design Systems team to embed content recommendations at the systems level.  

• Influence strategic decisions across and within our product to improve the overall experience and ensure consistency.  

• Lead discovery efforts, from the design and interpretation of quantitative and qualitative research efforts to facilitating team sessions and focus groups  

• Understand the role existing and emerging technologies can play in content design and production, and champion those that will drive quality, efficiency and scale. 

• Lead Consumer product content strategy by actively engaging in the end-to-end product development process, including defining the problem, brainstorming on the product vision, writing the interface language, and reviewing user research to understand user behavior to craft the tone and voice.  

• The Senior Director, Content Design is responsible for developing a cohesive content design strategy, scaling our content processes, and standardizing rules for scalability and localization.  

Requirements 

• 12+ years’ experience in content-related fields with 6+ focused on product content design.  

• A strong track record of building content teams, and proven ability to attract, develop and retain top content talent.  

• 8+ years' experience directly managing, coaching, and developing full-time employees including 4+ years' experience managing managers.  

• 5+ years’ experience defining content strategies that deliver significant customer and business impact.  

• 5+ years of experience leading dynamic teams with successful outcomes in creating and delivering user-centered, data-driven consumer experiences.  

• 8+ years of experience in content strategy with a focus on writing, including experience with a global audience  

• 5+ years of experience leading dynamic teams with successful outcomes in creating and delivering user-centered, data-driven consumer experiences.  

• Proven, senior-level content strategy development, ideally at a consumer tech company.  

• Be an outstanding collaborator with product management, engineering, user research, content, and design.  

• Full-stack content strategy skills from discovery through maintenance, including content audits, gap analyses, content modeling, UX writing, and using content management systems.  

• 5+ years' experience influencing product and design strategy and collaborating with cross-functional partners (engineering, globalization, marketing, data, legal, customer support).  

• Unparalleled editorial skill. Creative, systems-thinking UX leader. Experience directing content teams, including 3rd party agencies, to deliver excellent and effective content for varied segments and for highly regulated industries.  

• Bachelor’s and/or Master’s Degree in the study of creative writing, information design, information science, communications research, related fields, or equivalent experience.