Director - FLOD IC Complaints Program in New York at PayPal

Date Posted: 9/4/2019

Job Snapshot

  • Employee Type:
  • Location:
    New York
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

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 286 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.

With 209 million active accounts in more than 200 markets and 25 currencies around the world, PayPal is one of the world’s fastest growing global ecommerce companies. PayPal has distinguished itself as the faster, safer safely send money without sharing financial information, with the flexibility to pay using credit cards, bank accounts, money stored in their PayPal accounts, or promotional financing. Summary: The Director of First Line of Defense Center of Excellence will be responsible for leading the Complaints Program. This role will identify innovative solutions, locate efficiency opportunities and define metrics to drive the effectiveness of the program and enable expansion. This role will lead a global team supporting root cause analysis and program management activities related to the Complaints program.


  • Responsible for the development and execution of the program roadmap.
  • Develop and manage the process for integration new business and functions into the Complaint program.
  • Provide strategic direction on program enhancements.   In partnership with the Business Insights team, define capability needs, reporting and analytics requirements to support the Complaints Program. 
  • Drive the design and implementation of changes to the Complaint Management monitoring activities to ensure appropriate identification, analysis and remediation of complaints. 
  • Manage the root cause analysis program to ensure the identification and resolution of complaint drivers.  
  • Develop and facilitate a forum to communicate complaint program insights, results and trending to Global PayPal leaders.
  • Establish relationships and collaborate with key stakeholders across the PayPal enterprise, through attendance at meetings and other communication forums.
  • Establish & communicate clear goals, objectives, and performance standards across all levels within and across the business units
  • Actively support and promote a culture of progress and ensure day-to-day quality & risk mitigation is maintained through periods of strategic change 
  • Create an inclusive and trusting work environment and culture where everyone is motivated to perform at their highest level while bringing the best of themselves to work
  • Perform a variety of tasks. Leads and directs the work of others. A wide degree of creativity and latitude is expected

Job Requirements

  • Minimum of 10 years of experience in enterprise/operational/ internal controls roles within large, global, multi-lingual and high growth organizations.
  • 7+ years management experience.
  • Extensive experience leading global compliance, financial risk and operations programs and teams at scale.
  • E commerce, banking industry, Internet Company, financial institution or transaction processor experience preferred.
  • Compliance and Audit experience for large financial institutions.  Prefer end-to-end program and production leadership.
  • Proficiency in systems (Internet, Office Applications) and proficiency in and/or ability to quickly learn internal business systems.
  • Experience in a Contact Center environment with direct leadership of line management leaders
  • BA/BS or equivalent work experience required. Master's Degree preferred.
  • Flexibility to operate effectively in a global construct and to travel frequently.

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.



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