Senior Director Business Operations

3 days ago

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

PayPal is revolutionizing commerce globally, and we're looking for a Senior Director, Business Operations to join our Service Experience organization. This team is responsible for driving delightful and profitable support and service experiences for our 430M consumers and merchants on our platform.

The Senior Director, Business Operations will oversee the development of strategies and coordination of workstreams that enable the best experiences for our products and services. This role will 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.

Responsibilities
  • Collaborate with senior cross-functional leaders and represent Service Experience during planning & development sessions
  • Develop strategies and investment analyses that balance operational, product, and commercial tradeoffs; provide recommendations to senior leadership through storytelling and quantitative rigor
  • Maintain a repository of competitive intelligence and stay informed of the market trends, working with Commercial leads & customer research teams to inform opportunities & mitigate risk
  • Evolve team operating model including processes to enable strategic planning and the monitoring of business performance across the organization
  • Drive analyses on the impact of product and operational investments, including impact on revenue, unit economics, and overall customer experience
  • 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, & 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.

Global and domestic travel - up to 30%.

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