Merchant Experience & O.E. Program Mgr in London, England, United Kingdom at PayPal

Job Description

Job Description

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.
The GML Merchant Experience and Operational Excellence Program Manager will oversee all Merchant touch points throughout GML. Ideal candidate will have a relentless pursuit of operational excellence and an innovative entrepreneurial spirit to figure things out in an ambiguous environment. The leader will work closely with analyst to V.P. and will be the key SME within GML for operational improvements and new product launches. They will need to ensure all new initiatives have the merchant in mind and continue to support our best in class NPS ratings. The role requires a growth mindset to support GML’s global growth strategy while ensuring that excellence is designed in for an optimal merchant experience

Key Responsibilities

• Be the voice of the customer for all new product launches, enhancements and changes.
• Partner with Product and cross functional teams to ensure cohesive launch of new initiatives via process development, SOPs and training.
• Collaborate with Product, Operations, Legal, Compliance and various internal stakeholders to deliver a best in class merchant experience
• Analyze and drive key metrics related to customer experience such as NPS, Abandonment Rates, Call Volume, Complaints and SLAs
• Conduct call listening sessions to drive actionable insights for change, product enhancements and new customer needs
• GML Representative between business and shared support services ensuring understanding of product roadmap and changes impacting their operations.
• Work with control partners, Legal and Compliance on customer issues and remediation plans
• Partner with Operations and Product to develop features to improve self-servicing options for our merchants and tools for our agents
• Consolidate merchant feedback from complaints, survey details and verbatims into actionable insights to drive process and product improvements
• Influence prioritization and product roadmap to continuously improve and drive customer and business
• Lead Customer Experience read out and presentation to Senior Leaders for GML’s Monthly MBR, BRIC forums and Control MBR
• Work across EE, Legal, Compliance and Bank Partner to resolve customer or regulatory issues for GML

Experience & Skills

• Minimum of 7 years leadership experience in Customer Operations/Experience, Operational Excellence, or Project Management
• Ability to collaborate across matrix organization, build consensus, and gain buy-in on ideas with key stakeholders and all levels of leadership
• Strong project management and organizational skills
• Experience determining root cause and determine more efficient ways of doing business.
• Bachelor's degree or higher
• Utilize data to drive decisions and focus our priorities
• Independent, self-starter with ability to deal with ambiguity
• Experience interacting with customer and/or merchants verbally and in writing
• Financial Services and Small Business Experience

Our world-class culture is something we’re proud of. We’re committed to creating a thriving and inclusive workplace with great benefits including:

• Excellent medical and dental benefits that start day one.
• Competitive salary.
• 401k match and employee stock purchase plan.
• Generous PTO and sick time policies.
• Ongoing training, tuition reimbursement and support to help you realize your full career potential.
• Give back to local communities through our many fundraising and volunteer opportunities.
• PayPal’s sabbatical program provides four weeks of paid time off after every five years of service.
• Active social groups, onsite events, onsite gym, cafe, games and arcade rooms, relaxation zones and so much more!

PayPal is an equal opportunity employer, dedicated to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, long-term unemployment or any other characteristic protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]. We will make every effort to respond to your request for disability assistance as soon as possible.

PayPal will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with PayPal’s legal duty to furnish information.

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.

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.

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].

As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.

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