Director ,service Channel Optimization

2 weeks ago

New York, United States PayPal Full time

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary: The Servicing Channel Optimization Lead will work in a senior capacity and oversee the Global Customer Service relationship between Product and Engineering. This includes handling planning, prioritization, roadmap delivery routines, and governance for the respective channel. The role involves devising strategies to provide outstanding service, optimize efficiencies, and support customer growth across various markets. Additionally, this executive position is responsible for fostering an inclusive culture that ensures proactive and thoughtful customer care is consistently delivered. This team is part of the Global Market Organization focusing on Customer servicing, Digital optimization, customer servicing strategies and cross functional collaboration with the product and Engineering Organization within PayPal.

**Job Description**:
**Your Day to Day**

**Channel Optimization Strategy**:
Support developing future servicing channel strategies across segments, channels, and brands.

Work with the Product team to identify AI and traditional automation opportunities in self-service channels (IVR, Messaging, Help Center) to enhance containment rates.

**Operational Excellence and Cost Savings**: Identify and execute opportunities for operational excellence (OpEX) improvement, including developing business cases and monitoring benefits realization.

**Customer-Centric Solutions**: Partner with the Voice of Customer Team to identify and address customer pain points within self-service channels, focusing on friction reduction.

**Stakeholder Management and Collaboration**: Act as a key point of contact (POC) between GCS, product, and engineering teams to drive planning, prioritization, and delivery of self-service channel enhancements.

**Cross-functional Collaboration for Efficiency**: Collaborate with product, engineering, and other teams to develop and execute a common platform strategy across brands, aiming to reduce tech silos and improve platform efficiency.

**What do you Need to Bring**

1. **Proven Leadership**: Over 8 years of leadership experience in fast-paced customer service/contact center operations, ideally in technology, financial services, or consulting.

2. **Effective Team Management**: Demonstrated success in leading high-performing teams and achieving strong operational outcomes.

3. **Strategic Insight**: Ability to understand industry trends and translate them into actionable servicing strategies for contact center operations.

4. **Customer Focus**: Deep empathy for merchant and consumer needs, dedicated to creating exceptional user experiences.

5. **Transformation Execution**: Track record of executing large-scale technology-enabled transformations on a global scale.

6. **Collaborative Approach**: Skilled in building relationships and motivating cross-functional teams to achieve ambitious objectives.

7. **Data-Driven Decision-Making**: Strong analytical skills, utilizing data insights to guide strategic direction and measure performance.

8. **Effective Communication**: Proficient in synthesizing complex ideas into compelling presentations using tools like MS PowerPoint, think-cell, and similar platforms.

9. **Financial Acumen**: Capable of developing robust business cases and conducting financial analysis to support investment decisions.

**Resilience and Adaptability**: Comfortable operating in dynamic, matrixed environments, navigating changing priorities and fostering strong collaboration across functions

PayPal is committed to fair and equitable compensation practices.

Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.

The U.S. national annual pay range for this role is $118700 to $246290

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.

Who We Are:
As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.

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