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:
Reporting to the Sr. Director, Enterprise Quality, the Manager, Enterprise Quality helps run PayPal’s new enterprise quality function day to day – delivering the programs, playbooks, and continuous-improvement work that make consistent quality standards real in the business. The role focuses on execution: turning plans into results and helping teams adopt better ways of working.
Working across the business units and enabling functions, the Manager owns specific programs and improvement initiatives, coordinates the people and steps involved, and keeps work on track. It is a hands-on, collaborative role that succeeds through organization, follow-through, and strong partnerships.
Success will be measured by initiatives delivered and adopted – programs run to completion, improvements that stick, and quality that measurably improves for teams and customers.
Job Description:
Essential Responsibilities:
Design and maintain the process for responding to customer impacts
Identify issues within business processes and recommend best practices for improvement.
Find themes in incident data and provide insights to the business
Maintain incident process documentation and training content
Evaluate incident management tools for compliance
Define KPIs (Key Performance Indicators) and implement measurement framework to understand the performance of assigned processes
Collaborate with team members to develop solutions that streamline workflows and improve efficiency.
Drive the implementation of process improvement initiatives across various departments
Provide guidance and support to junior team members in process management and analysis.
Minimum Qualifications:
5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and…