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 Summary:

This role will serve as a senior compliance leader and primary point of contact for the 2nd line compliance program development and execution of the Consumer Practices and Compliance Incident Management programs within the Fair and Responsible Practices organization.

In partnership with the Director, this role ensures enterprise-wide compliance with Consumer Protection related Policies through strategic collaboration with Legal, Compliance, and key business and product stakeholders.

The Senior Manager will provide oversight of monitoring and testing activities to assess adherence, evaluate the effectiveness of controls, and identify opportunities for continuous improvement. Additionally, this role will help drive the design and delivery of advanced analytical reporting to surface systemic trends, strengthen root cause analysis, and enable data-driven decision-making across the program.

Job Description:

Essential Responsibilities:

• Lead complex projects and problem resolution efforts related to risk management.
• Collaborate with teams to identify and analyze risks that may impact operations and assets.
• Develop and implement strategies for risk mitigation and compliance.
• Assess current business trends to inform risk management practices and improvements.
• Drive global process improvements through effective project management and stakeholder engagement.

Expected Qualifications:

• Minimum of 12 years of relevant work experience and a Bachelor's degree or equivalent experience.

This role will serve as one of the Compliance points of contact for the Enterprise Consumer Practices and Compliance Incident Management programs within the Fair and Responsible Practices team. This role assists in the management of Consumer Protection Programs such as UDAAP/fair treatment and Accessibility to ensure policy adherence and regulatory compliance. In addition, this role will be instrumental in analyzing data and identifying trends and risks to enable prompt issue resolution and minimize organizational risk. By driving monitoring, testing, and cross-functional collaboration, this role helps reduce risk, enhance control processes, and improve customer experiences.

In your day-to-day role you will

• Lead monitoring, testing, and quality assurance reviews to ensure adherence to policies and regulatory expectations.
• Define compliance requirements and ensure they are integrated in product development lifecycle and roadmaps.
• Provide oversight and direction on the triage, escalation, and resolution of complaints and incidents.
• Partner with Legal, Compliance, and first line business teams on strategic complaint and consumer impact remediation efforts.
• Direct the development and deployment of advanced analytics and reporting tools (e.g., Power BI, Qualtrics) to surface complaint and incident trends.
• Review and synthesize complaint and incident data to identify emerging risks, systemic issues, and opportunities for process improvement.
• Oversee the preparation of executive-level summaries, dashboards, and presentations.
• Mentor and guide compliance managers and analysts, building team capability in complaint and incident management oversight.
• Influence cross-functional partners to implement effective process, control, and risk mitigation strategies.
• Lead the development of training, education, and awareness programs that reinforce complaint and incident management requirements.

What you will bring

• Subject matter expertise regarding identifying, assessing, prioritizing, and managing compliance risk including issue and incident management oversight, risk assessment, regulatory change management and complaints monitoring.
• Extensive experience with consumer protection regulatory requirements, monitoring and testing, complaint management, incident management, compliance, risk management, or a related field.
• Deep expertise in enterprise compliance and incident management frameworks, governance, and regulatory expectations.
• Demonstrated success in leading monitoring, testing, or quality assurance programs at scale.
• Strong ability to interpret and operationalize policy and regulatory requirements into effective business practices.
• Advanced data analysis and reporting skills with tools such as Power BI, Qualtrics, Excel, and other visualization platforms.
• Proven ability to influence and advise senior leaders, regulators, and cross-functional stakeholders.
• Excellent communication, relationship-building, and leadership skills with a demonstrated ability to foster collaboration across global teams.
• High energy, adaptability, and resilience in a fast-paced and evolving environment.

Subsidiary:

PayPal

Travel Percent:

0

-

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 total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit https://www.paypalbenefits.com.

The US national annual pay range for this role is $123,500 to $212,850

PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. Any such request is a red flag and likely part of a scam. To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us.

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.