Senior Director, Service Experience Business Planning

4 weeks ago

New York, New York, United States PayPal Full time
Job Description

At PayPal, we're revolutionizing commerce globally, and we're looking for a Senior Director, Service Experience Business Planning to join our team. As a key member of our Service Experience organization, you'll be responsible for driving delightful and profitable support and service experiences for our 430M consumers and merchants on our platform.

This role will oversee the development of strategies and coordination of workstreams that enable the best experiences for our products and services. You'll work closely with Product, Finance, Engineering, Sales, Service, and Support teams on cross-functional initiatives focused on operational efficiency, commercial imperatives, and investment analyses that drive customer satisfaction, product adoption, enhanced growth, and reduced churn.

We're looking for a seasoned business leader with a strong track record of driving business growth and operational excellence. You'll have a deep understanding of market trends and a technical and commercial mindset, with the ability to collaborate with cross-functional stakeholders on workstreams to balance commercial needs and operational risks with technical tradeoffs.

This role will design operational processes and set benchmarks to empower our global team to win at scale. You'll be responsible for developing strategies and investment analyses that balance operational, product, and commercial tradeoffs, and providing recommendations to senior leadership through storytelling and quantitative rigor.

We offer a competitive salary and benefits package, including a flexible work environment, employee stock options, health and life insurance, and more. If you're passionate about driving business growth and operational excellence, and you're looking for a challenging and rewarding role, we encourage you to apply.

Responsibilities:

  • Develop strategies and investment analyses that balance operational, product, and commercial tradeoffs
  • Provide recommendations to senior leadership through storytelling and quantitative rigor
  • Collaborate with cross-functional stakeholders on workstreams to balance commercial needs and operational risks with technical tradeoffs
  • Design operational processes and set benchmarks to empower our global team to win at scale
  • Develop and maintain a repository of competitive intelligence and stay informed of market trends
  • Evaluate market trends and collaborate with market business leaders to set benchmarks policies for technical and commercial GTM goals
  • Use data to drive operational efficiency, improve funnel conversion and retention, and identify opportunities to enhance the customer journey
  • Drive workstreams focused on quality assurance through the standardization of GTM systems, processes, and tools
  • Create, track, and align organizational goals, metrics, and key performance indicators
  • Identify and mitigate execution risk
  • Plan, design, and orchestrate workforce management initiatives and footprint strategy that optimize for budget constraints, operational efficiency, and talent capabilities
  • Own end-to-end planning and execution of commercial, technical, and support workstreams, including stakeholder and project management

Qualifications:

  • 10+ years of business planning and CAO relevant experience in a large-scale, heavily matrixed, high-growth global function or business
  • Deep expertise with business case development, and demonstrated financial acumen focused on operational excellence in managing budgets and forecasting
  • Proven effective collaborator with strong execution quotient, operating in a fast-moving, matrixed, relationship-focused environment
  • Data-driven and highly organized with superior project management skills
  • Demonstrated learning agility and passion for taking on new challenges and executing with high velocity
  • Exceptional verbal and written communication skills, especially with storyboarding and deck writing for diverse audiences ranging from senior executives to broad-based employee groups

What We Offer:

  • Competitive salary and benefits package
  • Flexible work environment
  • Employee stock options
  • Health and life insurance
  • More

Belonging at PayPal:

We're committed to creating a workplace where everyone can do their best work with a sense of purpose and belonging. We strive to create an environment where all employees feel included and valued. We're 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.

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