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 Business Process and Tools Senior Analyst leads process and teammate tools initiatives assigned by their leader within Global Customer Service (GCS). This role will help in identifying, standardizing, driving, and implementing continuous process improvement to both customers and GCS teams. Additionally, a major focus will be developing business requirements, managing the change and operational readiness for teammate tool enhancements. In partnership with other PayPal teams, the Business Process and Tools Analyst will coordinate strategic projects to ensure and position GCS for operational success. In this role you will be responsible for the execution of deploying tools, policy, or process change to ensure our front-line teammates are prepared and successful. Keys to success include the ability to dive deep into root causes and improve processes, execute change management and operational readiness tasks. Strong partnership with cross functional business teams around the world to implement improvements for our teammates, in an effective, productive, and collaborative way.

Job Description:

I.SPECIFIC DUTIES

Effectively manage and execute large/strategic process and technology improvement tasks and projects assigned by the Process and Technology Leader. Drive End-to-end process improvement across GCS teams, including adjacent brands (Venmo, Xoom, Zettle, Hyperwallet) to not only improve efficiencies for the GCS departments, but to also create effortless experiences for our customers. Drive change management and operational readiness workstreams for teammate tools to provide structure and support for our GCS departments as new functionality is added, enhanced or deprecated. Lead process and technology workstreams as part of the GCS Effortless Experience Strategy, mapping identified processes and customer experiences, providing feedback to create efficiencies and other related tasks. Develop and manage artifacts associated with process and technology improvement work, including storing and maintaining them. Lead and coordinate work done by GCS subject matter experts as part of process and technology improvement projects. Interface with Global Product and Policy Leaders to drive improvement ideas and feedback through their products and self-service channels. Identify and lead continuous process improvement efforts. Develop and lead pilots and experiments to test new functionality or processes prior to rollout. Develop ROI models and alignment of process improvement work to GCS KPIs. Provide regular updates to Key Stakeholders as well as Sr. Leadership regarding the progress of Process Improvement projects, risks and issues, with the ability to effectively influence decisions, when necessary. Leads, works independently, negotiates with and influences other managers and directors to obtain consensus and stakeholder support. Translates business requirements into non-technical terms. Scheduling and management of project workstream calls (alignment between business partners within GCS). Leads larger initiatives as needed and perform other duties as assigned. Support newer or junior members of the team.

II.Experience and Skills

A.Experience

Minimum of BA/BS degree (Business, Marketing, Informatics or similar) with excellent results – internal candidates with strong track record will be considered even though formal requirement may not be met. 8+ years operations experience at a global, financial company required / operations / customer service / business and management experience required. Process improvement/Business Process Management experience and must.  Six Sigma/Lean expertise a plus. Strong knowledge of PayPal teammate processes and tools is a plus. Experience managing large projects across multiple teams. Proven experience identifying/evaluating/managing change and collaborating to drive change in partnership with key stakeholders. Proven ability to effectively perform readouts to senior leadership. Organizational Change Management experience required.

C.Knowledge, Skills, and Abilities

Must be detail-oriented, conscientious, thorough, and accurate Must be self-motivated Must be able to step back and analyze at a broader level, while still being detailed oriented, conscientious, thorough, and accurate Strong interpersonal skills, diplomacy, and client service-oriented attitude and mindset Proven ability to work effectively cross functional teams. Ability to work globally and cross-functionally and lead change in a fast-paced environment Proven ability to function well independently as well as in a team Be comfortable in a fast paced and dynamic environment with a high degree of accuracy Comfortable working in a fluid environment where roles and responsibilities are still evolving Good project management and reporting skills Ability to prioritize deliverables and projects to meet timelines efficiently, to adapt to changes in priorities quickly and manage multiple initiatives simultaneously to drive projects to completion and deliver quality materials under tight deadlines Ability to facilitate group discussions and run meetings Ability to handle multiple projects under pressure Well-developed sense of urgency and follow through Ability to resolve complex issues and settle disputes equitably Ability to determine when to escalate to management and identify the right stakeholders for decision making Knowledge of external systems and software (Internet, Microsoft Visio, Microsoft Office - Outlook, Word Excel, Miro).

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 [email protected].  

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.