Complaints Voice Text Analytics Leader in Scottsdale at PayPal

Date Posted: 7/5/2019

Job Snapshot

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 277 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 the leader of the Complaints Tuning program, you will support the Global Complaints Management Program administered by the First Line of Defense (FLOD) Center of Excellence. Your primary responsibilities will be to lead a global team tasked with continuously strengthening the process and the technology used to identify voice and text complaints across the PayPal brands. The leader will be accountable for redesigning the program and the support model to ensure successful results.

Core Duties:

  • Responsible for the growth and execution of the FLOD Complaints Tuning Program, along with the advancement of team skills, technologies/tools, and processes the program relies upon
  • Develop a high performing team that will create and maintain analytics queries in Nexidia (and other supporting technologies) to support the identification of relevant phrases and words to improve the Complaints Program tuning process (both speech and text)
  • Preparation and delivery of regular reports and presentations related to the complaints program;
  • Develop an understanding of the PayPal business, its products and its customers
  • Growth and development of team members


  • Team Leadership
  • Strategy Development and Implementation
  • Relationship Building
  • Executive Presence
  • Voice and Text Analytics
  • Process Management
  • Dealing with Ambiguity
  • Decision Quality (Problem Solving)
  • Presentation Skills
  • Drive for Results

Prerequisite Knowledge and Proficiencies:

  • Strong team leader. Must be able to create a passionate high-performing team that is focused on our goals and the problems that we need solve
  • 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
  • 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.
  • Solid communication skills, both written and verbal, and the ability to communicate with several stakeholders.
  • Ability to establish and maintain harmonious working relationships with co-workers and other business units.


  • 8+ years relevant work experience
  • 5+ years leadership experience
  • Nexidia/Nice platform experience is preferred
  • Analytics experience is preferred

Educational Requirements:

  • BS/BA Degree or educational equivalent

Physical Requirements

  • This position requires sitting, typing and repetitive motions.

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.