Head of Global Complaints & Advocacy
PayPal Inc.

Job Info

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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:
The Director, Global Customer Complaints & Advocacy leads the governance and oversight of Global Regulatory Complaints, Global Non-Regulatory Escalated complaints (i.e: Better Business Bureau, Escalations from VP's and above, Reclame Aqui in Brazil, etc.) and the processing of Global Legal Operations (Restraining orders on accounts, Transaction data subpoena's, etc.) for
globally recognized brands, including PayPal and Venmo.

This Director will also be responsible for managing performance in this high-impact, highly visible function to achieve critical business objectives including customer experience, efficiency, and risk management. They will work closely with multiple partners including Product, Engineering and Modeling to achieve these objectives.

Moreover, this executive leader may also lead teams of direct employees and vendor partners across North America, LATAM, EMEA and APAC to execute service delivery.

This position will report to the VP of Service Experience - Consumer Servicing.

Job Description:
Key Responsibilities

• Responsible for leadership and development of a high-performance team of talented Managers, Leaders, and service professionals in the processing of complaints, escalations, and regulatory and legal inquiries.
• Manage the performance across multiple sites and locations, setting clear performance objectives and provide regular feedback and coaching to team members.
• Manage the review and response to medium and high-risk customer complaints from advocacy groups, Sr. Executives, and Regulatory bodies.
• Foster a positive and collaborative work environment that encourages continuous improvement and employee growth.
• Develop and implement strategies to achieve key performance indicators (KPIs) related to customer satisfaction, response times, and resolution rates.
• Responsible for strategic planning and execution of operations, including collaborating with global leaders on ideas for improving, implementing, developing and integrating processes for continuous improvement of complaints management and escalations.
• Monitor and analyze metrics to identify trends and areas for improvement.
• Implement best practices and standard operating procedures to streamline processes and enhance efficiency.
• Ensure employee adherence to company policies, procedures, and quality standards.
• Develop and execute initiatives to enhance consumer engagement and loyalty.
• Act as a brand ambassador by promoting a positive image of the company and its products/services.
• Collaborate with other departments, such as marketing and product development, to gather customer feedback and improve the overall customer experience.
• Be a role model for PayPal's One Team Behaviors and create an inclusive and trusting work environment and culture where everyone is motivated to perform at their highest level while bringing the best of themselves to work;
• Establish strong partnerships with key stakeholders throughout the organization, to ensure excellent information flow and feedback on impacts of process, policy and product changes;
• Establish policies and procedures that produce high-quality complaints management, reflecting industry best practices, and adherence to legal and regulatory requirements. Ensure that systems are in place and are utilized to capture and report on metrics;
• Demonstrate strategic agility and first class influencing and communication skills to provide feedback to management regarding necessary change in direction as well as recommended changes in policies, resources, upgrades, and issues;
• Exercises judgment in the examination, interpretation, and decisions concerning the resolution of problems and activities to prevent monetary losses as they relate to day-to-day functionality;
• Provide leadership on assessing resources, monitoring daily metrics, managing service levels (including oversight of escalations and delegations across the leadership team);
• Champion and lead change management initiatives while maintaining and driving employee engagement;
• Proactively communicate PayPal's vision together with clear organization and department goals to drive positive performance results;

Qualifications:

• 5-10 years of leadership experience supporting large-scale, global operational functions
• Consistent record of success in delivering performance to target across customer experience, efficiency and risk management.
• Proven communication skills at Senior and Executive levels of management
• Strong professional demeanor with ability to present to regulatory and legal audiences.
• Proven effective collaborator with high execution quotient, operating in a fast-moving, matrixed, relationship-focused environment. Clear comfort with ambiguity and evolving strategies.
• Compelling communicator and culture carrier, driving change effectively across a diverse population of employees and partners
• Change agent with a bias toward innovation and action.
• BS or BA preferred.

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 visit https://www.paypalbenefits.com.

Who We Are:

Click Here to 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 at talentaccommodations@paypal.com.

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, please Join 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.

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