PayPal Giving Fund Operations Lead - UK 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.
Reporting to the VP, PPGF UK and IE, the Operations Lead will help to ensure the smooth operation of PPGF in-country so we achieve our strategic goals. They will interact with PPGF global teammates, the PayPal Giving Platform (PPGP) product team, and the PayPal customer support teams to support charities, partners, and consumers/donors, while helping to ensure charities understand, engage with and benefit from the services PPGF provides

About PayPal Giving Fund

PayPal Giving Fund (PPGF) aims to inspire a new wave of philanthropy by harnessing the power of technology to make giving a part of everyday life. We do this by developing and managing innovative programmes that enable donors to support their favourite charities across platforms including PayPal, Facebook, eBay, Humble Bundle and GoFundMe. Funded by PayPal, we are a registered charity in the US, UK, Australia, Canada and Ireland. In 2020 we raised more than $500 million in donations and we continue to grow our partnerships and impact.

We offer an experience hard to find anywhere else: the opportunity to interact with the internet’s largest businesses, work with cutting-edge technologies in a friendly and energetic small-team environment and do a lot of good in the process. www.paypalgivingfund.org.uk

The Role

Reporting to the VP, UK and IE, the Operations Lead will help to ensure the smooth operation of PPGF in-country so we achieve our strategic goals. They will interact with PPGF global teammates, the PayPal Giving Platform (PPGP) product team, and the PayPal customer support teams to support charities, partners, and consumers/donors, while helping to ensure charities understand, engage with and benefit from the services PPGF provides.

The Operations Lead’s specific responsibilities will include:

Operational Support

• Analyze and prepare large datasets for operational use and reporting.

• Maintain integrity of the PPGF directory and enrollment process, by managing the enrollment queue, undertaking regular spot-checking (after directory updates are completed), researching contact information, and ongoing monitoring.

• Prepare ongoing regulatory reports and returns for review by the Country Manager.

• Manage processes to issue manual donation receipts as needed/requested.

• Coordinate with PPGF accounting team and our merchant partners to outreach to charities about payout fails and uncashed cheques and to donors about possible donation reassigns.

• Investigate and follow up on unsuccessful payments.

• Identify operational improvements that would increase our ability to scale and decrease customer support issues.

• Support with preparation for Board meetings and resulting action items as needed.

• Administrative support to the Country Manager as needed.

Customer support

• Manage email inbox to research and action requests, and respond to queries.

• Manage PayPal and Braintree resolution center to minimize chargebacks and identify any product issues.

• Analyze data to refine strategy for targeted charity outreach.

• Partner with customer support teams to ensure donor and charity issues and escalations are resolved.

• Ensure Help Centre and Info Centre information is localized appropriately and kept up to date; ensure aligned CS teams are appropriately trained

Marketing and communications

• Conduct research and outreach to charities for marketing opportunities and targeted outreach to unenrolled charities with large amounts of funds due.

• Periodically review local partner integrations for functionality and appropriate donor disclosures to ensure they meet local requirements and templates.

• Work with PPGF communications manager, product team, translation service and external vendor to manage outreach messages to benefitting charities by email and direct mail.

Global and Other Duties (10%)

• Manage global team meeting agendas and other team building aspects, e.g. birthdays

• Support the development of specific team building events (Global and UK) as required

• Perform other operational and administrative duties as required to support the organization with employee engagement and appreciation.

Requirements

The successful applicant will have the following attributes:

• A passion for our work, with a strong interest in, and connection to, our charitable mission

• The thoughtfulness, confidence and proactiveness to execute complex tasks successfully

• Patience, persistence, and attention to detail in handling data and written messages with customers,

• An effective communicator, with strong oral and written communication skills and the ability to move a customer relationship forward

• High level of numeracy and IT skills, with confidence in Word, Excel, Powerpoint.

• Sensitivity and respect for confidentiality in handling personal information for customers and staff,

• A collaborative and flexible style, able to handle ambiguity and dependencies on other teams

• Integrity and resilience, taking the initiative when required and responding well to challenges

• The discipline and drive to manage workload and develop yourself within a fast-growing and fast-changing environment

• A team-oriented person who respects and values other people, and always strives to behave in an inclusive way.

The following attributes would also be desirable

• Procurement experience with ability to manage external suppliers and ensure we secure value,

• Design thinking experience: understanding and responding to customer needs in a thoughtful way,

• The right to work in Ireland or ability to secure this would be a bonus, as would a good working knowledge of German, Spanish or Italian.

Values

We ask all our people to demonstrate a commitment to the values and working behaviours of PayPal Giving Fund:

1. We are open to change: we are flexible and respond positively and quickly to changes in our environment, communicating and coordinating to stay on top of things.

2. We're transparent and inclusive: we share relevant information and involve people in shaping our ideas, valuing everyone’s unique contribution and helping them to make it.

3. We're practical and results-focused: we take ownership of our work, solve problems for customers, and prioritise effective and streamlined delivery.

4. We learn: we develop expertise ourselves, and actively search for new sources of expertise to help us grow.

5. We’re a team: we show togetherness and support each other to improve every day.

PayPal Giving Fund welcomes applications from everyone and encourages applications from a diverse range of backgrounds

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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