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GCO Taxonomist in Omaha - Port Grace Blvd at PayPal

Date Posted: 9/20/2021

Job Snapshot

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. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

The Global Customer Operations Taxonomist is responsible for identifying, classifying, naming and organizing concepts represented in different areas of the Global Customer Operations organization.

The Global Customer Operations Taxonomist is responsible for identifying, classifying, naming and organizing concepts represented in different areas of the Global Customer Operations organization.

The Global Customer Operations organization is on a journey to transform customer and agent experiences to eliminate friction and effort. The transformation effort touches all areas of the business: servicing, career development, work process, training, content, and many more. Every area has its own knowledge structure and knowledge organization; however, part of our transformation is to break down siloes. We need to connect and share our knowledge and link our data points wherever possible. Clear and shared taxonomies across various areas of the business are the foundational basis for our transformation success.

As such, the taxonomist will be responsible for discovering the structures that are implicit in knowledge siloes within the business, categorizing them, putting them in relation to one another, and representing them in our semantics tool; as well as managing and driving governance of the taxonomies across the business units.  

The taxonomist will work with partners and stakeholders to ensure the taxonomy serves their individual as well as our shared purposes. Within the immediate team, they will work with our Content Engineer to ensure they make informed data-based decisions, and with our Content Architect to build the taxonomies in the best way possible to enable meaningful ontological relationships between taxonomies and concepts within taxonomies.

This role supports strategic goals through planning and managing projects while executing on the taxonomy creation and management.

RESPONSIBILITIES  

  • Develop a deep understanding of customer journeys and tasks customers are trying to complete; align taxonomy with customer and agent needs; enable customers and agents to complete their tasks more easily, quickly and effortlessly.
  • With leadership support, develop strategy for connecting knowledge across GCO siloes; develop plan and prioritization for creating taxonomies for all areas of GCO; become the taxonomy service hub for the GCO business.
  • Create taxonomies in various areas of the business and manage them in our semantics tool. Institute and run governance across siloes.
  • Participate in quantitative and qualitative analysis of customer and agent pain points; recommend, design, document, and maintain tagging taxonomies for all areas of GCO based on analyses.
  • Create clear and intuitive browse taxonomies for content authors and content consumers (agents and external customers), in line with customer journey designs.
  • Review existing taxonomies and metadata schemas in GCO, re-design or design new in line with customer journey designs.
  • Collaborate with product managers to deliver context-aware search and content delivery in various channels.
  • Recommend and drive search improvements on an ongoing basis.
  • Collaborate with product manager, engineers and stakeholders to set up and manage taxonomies in semantics tool with an eye on extensibility and scalability. Ensure product manager is clear on our specific tool needs; communicate on an ongoing basis.
  • Evangelize on the use of semantics and semantics tool; support new tool users through on-boarding/ learning phase.
  • Communicate on taxonomy progress and governance to all levels, on an ongoing basis.

JOB REQUIREMENTS

  • Proactive: drive to implement change, succeed, produce specific metrics. Data and results oriented.
  • Business acumen: understand value of taxonomy for users, advocate and educate on how taxonomy can make a difference to them.
  • Strong communication skills; ability to communicate to different levels of the business; communicate effective cross-functionally. Meet others where they are, address them on their level.
  • Strong presentation skills.
  • Ability to work productively with all levels of the organization.
  • Influence on different levels of the business.
  • Sense of urgency and follow through; adherence to schedules and roadmaps.
  • Strong interpersonal skills. Be a good partner. Be confident and strong but know when to compromise. In line with our values, how you get things done matters.
  • Be comfortable with ambiguity and flexible with making adjustments based on changing project goals.
  • Manage own tasks with minimal assistance.
  • Report to team, management and stakeholders on regular basis.
  • Work well in team environment building strong relationships.

SKILL REQUIREMENTS

  • At least 3 years’ experience designing and managing taxonomies or thesauri; familiarity with taxonomy and thesaurus standards
  • Experience with taxonomy management tools and incorporating taxonomies into content models
  • Ideally experience standing up taxonomies in different business areas that have a lot of overlap
  • Experience with usability testing and user experience optimization
  • Experience working in Knowledge Organization Systems
  • Experience with interoperability standards including SKOS (Simple Knowledge Organization System), RDF (Resource Description Framework), and OWL (Web Ontology Language)
  • Ideally experience working alongside ontologist/ information architect and content engineer
  • Ideally experience building taxonomies that can serve as foundation for ontology/ knowledge graphs
  • Understanding of content authoring and content management processes
  • Understanding of reusable content / structured content practices
  • Knowledge of content management systems
  • Experience using JIRA, Confluence and similar tools
  • Experience with troubleshooting or resolving issues/ bugs
  • Experience with taxonomy governance processes
  • Firm understanding of user experience and understanding of search engine optimization (SEO) practices
  • Knowledge of automation and AI technologies
  • Knowledge of authoring best practices
  • Experience with linked data

QUALIFICATIONS

  • Required: Master’s degree in Information Studies, Library Studies, or related field
  • Preferred additional: Bachelor of Business or similar

REQUIRED EXPERIENCE:

  • 6+ years’ professional experience, including 3+ years’ experience working as a taxonomist in a large enterprise customer service organization, knowledge management, user experience, product development/ management, or related field

For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. 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.

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 paypalglobaltalentacquisition@paypal.com.

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