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Complaints Automation Leader in Chandler at PayPal

Date Posted: 6/19/2020

Job Snapshot

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Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 305 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

As a member of the Internal Controls team, the Complaint Automation Leader will be an integral part of the next generation complaints program for the PayPal First Line of Defense (FLOD) COE. The primary responsibility will be to strengthen and further develop the automation of complaints detection with the goal of reducing complaints across the PayPal brands.

Core Duties

  • Leverage relationships across the PayPal organization to understand, anticipate and facilitate the end-to-end automation of complaints identification
  • Utilize data and analytics to define processes needed to maintain coverage and accuracy of complaints across the PayPal organization
  • Define and implement necessary governance processes to ensure ongoing complaint automation improvements
  • Leverage a thorough understanding of customer sentiment and complaint drivers across all PayPal brands and functional areas to ensure acceptable coverage of complaint categories
  • Create and implement roadmap for Complaint Automation, ensuring alignment to strategic goals and key dependencies.  Work with COE partners including Business Enablement and PMO to ensure ongoing collaboration and adjustments as needed
  • Perform risk & control assessments for PayPal processes to identify and mitigate risks associated with existing enterprise processes deemed as high risk
  • Increase acceptance of new technologies leveraged for complaints identification through ongoing socialization, communication and training of impacted business partners
  • Provide insights to process improvements, system enhancements and/or policy/procedure changes to mitigate the recurrence of complaints
  • Coordinates and conducts the assessment of internal controls to ensure compliance.

Prerequisite Knowledge & Proficiencies

  • Strong analytical, cross-referencing and deductive reasoning skills.   Ability to problem-solve, review and analyze data, effectively assess risk, and identify operational efficiencies. Ability to determine best course of action/make sound recommendations
  • Experience with Artificial Intelligence and/or Machine Learning preferred
  • Understanding of modern technologies including Natural Language Processing, Transliteration, and Automated Voice Transcription among others
  • Self-motivated.  Must be able to work in a fast-paced environment with frequent interruptions and work effectively under the pressure of deadlines.
  • Must display a high level of professionalism, sound judgment, commitment, integrity, teamwork, and customer service.
  • Proven organizational skills.


  • Bachelor's Degree or equivalent experience
  • Minimum of 7 years of experience in related field

PayPal’s world-class culture is something we’re proud of.  We are 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!

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

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