Program Manager, Complaints

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:
This role will serve as a Program Manager within the Global Complaints Management (GCM) program. Sitting within a larger Service Excellence organization, the GCM team is responsible for ensuring regulatory compliance to various policies, expanding our program footprint, mitigating risk thru enhancing our control environment, and driving process excellence. This position will work closely with internal partners such as Internal Controls, Market Compliance, Complaints Oversight, Product Owners, and Operations & Training teams just to name a few. This role requires a detailed oriented individual with a solid background in program management that can communicate and effectively influence a range of stakeholders in a rapidly moving environment to scope, drive and lead Complaint projects from inception to completion.
Job Description:
Plan and lead the execution of complaints initiatives across PayPal and it Brands. Establish clear roles and responsibilities across stakeholder teams. Translate requirements into clear project plans and take pro-active measures to ensure projects are on-track and deliver successfully.
Provide consultative guidance on best practices to ensure compliance to the overall complaints management lifecycle.
Manage and enforce complex timelines, lead planning and prioritization meetings, identify cross-functional dependencies, anticipate, minimize risks, provide organization and ensure respective teams meet business timelines.
Maintain documentation on key decisions, track issues and support in the remediation efforts via coordination across subject matter experts. Lead communication of project status at established cadences.
Be the SME in cross functional project execution
Support the vision and values of the broader Service Experience team and a willingness to step in and support where help is needed.

Skills and Qualifications:
6+ years of experience working in a project management function in Operations, Customer Service, Product, or other related tech/business organizations.
Ability to simplify and streamline complex projects into easy-to-understand steps and summarize updates into executive friendly views for differing levels of attendees.
Excellent verbal communication and coordination skills with ability to communicate across multiple global stakeholders.
Strong attention to detail to develop process workflows to assist in technical discussions, along with maintaining thorough documentation and ability to execute a complex plan.
Highly skilled in project management tracking with ability to scope work effectively to keep projects organized and on-track.
Demonstrated ability to thrive in a team-based environment that is fast-paced, rapidly changing, and customer-oriented.

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 visithttps://www.paypalbenefits.com.

Who We Are:
Click Hereto 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 ******.

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, pleaseJoin 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.