Sr Product Manager

The CompanyPayPal 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 focuses on leveraging data to derive insights that align with the product's shared vision and customer needs. It involves gathering customer experience insights to inform product requirements and analyzing research, market data, and usability studies for data-driven decision‑making. Responsibilities include monitoring product profitability and budget, leading sprint planning, daily standups, and retrospectives to ensure effective execution, and collaborating with content developers, data scientists, product designers, and user experience researchers to uncover new opportunities. This job is an individual contributor.

Job Description

Essential Responsibilities

Uses data to build insights on product or platform requirements consistent with the shared vision for the product. Gathers insights from the customer experience and customer needs to input to product requirementsAnalyzes research, market analysis and usability studies, research and market analysis to support data-driven decision makingMonitors product profitability measures, including budget.
Lead sprint planning, daily standups and retrospectives to drive execution. Interfaces with product and technology leadership as needed.
Partners with content developers, data scientists, product designers and user experience researchers to identify new opportunities.

Minimum Qualifications

3+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience.

Additional Responsibilities & Preferred Qualifications

Hands‑on experience with end‑to‑end collections workflows: delinquency segmentation, treatment strategy, outreach orchestration (channel, timing, and contact frequency), payment plans, hardship programs, and dispute handling.
Experience designing and launching conversational AI products (voice, chat, or messaging) in customer‑facing or servicing contexts, including conversation design, intent and escalation handling, and human‑handoff models.
Hands‑on experience with agentic AI systems: LLM‑based agents, tool/function calling, orchestration frameworks, guardrails, evaluation strategies, and human‑in‑the‑loop controls.
Experience leading the transition from rules‑based or manual workflows to agent‑driven automation, including phased rollout, change management, and operations adoption.
Ability to define and measure conversational and agent performance, such as containment and resolution rates, promise‑to‑pay and cure rates, policy‑violation rates, customer satisfaction, and cost per resolution.
Track record of using experimentation (champion/challenger,