Tools and Process Manager

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 Description Summary:

We are seeking a highly skilled and motivated Tools and Process Manager to support Customer Service operations team. The ideal candidate will have a strong background in technology and process design, data analytics and project management, with a passion for leveraging data to drive service excellence and enhance customer experiences.

Job Description:

Responsibilities:

In your day-to-day role you will

·       Support the technology enhancement and roll out of CS service tool for customer and teammates locally and ensure successful adoption

·       Work with CS stakeholders to write business and marketing requirements to guide technical team in product development.

·       Drive AI enablement in customer service by

o    Develop AI enablement strategy and implementation that align with business goals.

o    Lead AI project teams and coordinate with other departments for successful AI deployment.

o    Identify opportunities for AI integration within business processes.

·       Reengineer processes to drive performance and efficiency across our AI outbound capability with clear KPI including

o    Refining and training the customer-machine interaction script library

o    Work with technology partner to optimize AI application updates and system upgrades.

o    Ensure all AI operations adhere to ethical guidelines and compliance regulations.

o    Monitor the efficiency of AI systems and make adjustments as necessary.

o    Optimize AI systems and KPIs to enhance operational processes.

o    Report on the progress and effectiveness of AI implementation to senior management.

·       Manage projects related to CS tools and ensuring timely delivery and alignment with business goals.

·       Stay up-to-date with industry trends and best practices in customer service with AI

Have fun while driving innovation at one of the top brands on the Internet with the help of cutting-edge technologies

Qualifications:

·      Bachelor's degree in Business, Computer Science, or a related field. Master's degree preferred.

·      Proven experience as a Tool/Process or product Manager or similar role, preferably in the fintech industry.

·      Proven experience in AI operations and implementation.

·      Strong technical background with the ability to manage AI projects independently.

·      Familiarity with AI applications in customer service.

·      Excellent project management skills, with experience working with cross-functional teams and managing multiple projects simultaneously.

·      Strong analytical and problem-solving abilities.

·      Excellent communication and collaboration skills.

·      Experience in writing business requirements for customer service tools is preferred.

·      Ability to work with global teams and manage tool rollouts locally.

·      Proficiency in English, with excellent communication and presentation skills to convey data insights to non-technical stakeholders.

·      Ability to work collaboratively in a fast-paced, dynamic environment.

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

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.