GCS Process Leader in San Jose at PayPal

Date Posted: 9/14/2019

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 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.

We are reinventing customer service at PayPal to help make our services effortless, accessible and essential for today’s customers and to fuel our goal of serving billions of people around the globe. We are creating effortless experiences by being a customer champion in everything we build and deliver to attract, empower, enable and engage people on our platform. We are daring to innovate and committed to partnering across the company to shift from transactional to relational service and to deliver our services consistently with quality and care because we value each customer as if they were our only customer. As Sr. Manager GCS Process Leader, you and team will identify and implement process improvements that result in improved KPIs (FCR, Transfer Rate, AHT), consistency, customer and teammate experiences and improved KPI performance.


  • Build strategic plans to achieve program OKRs established by leadership and socializes with key stakeholders across GCO.  Adjust program as necessary to ensure results are achieved.
  • Works closely with business insights team to ensure program results are achieved and actively drives accountability. 
  • Facilitate regular readouts to keep leadership and stakeholders updated on initiatives and overall program status, risks and roadblocks and identify where support is needed.
  • Work collaboratively with a broad range of stakeholders at all levels across GCO to understand pain points and business needs that drive unnecessary friction and inefficiency. 
  • Lead discovery efforts to identify what is driving operational efficiency
  • Drive strategic initiatives from ideation to execution through effective collaboration and partnership across the company including but not limited to Operations Leadership, Product Development, Training, DAMA, WFM.
  • Provide a governance structure for tracking all process related initiatives and impacts not driven by the process team with an aim to avoid duplication of effort, understand what is moving KPIs and ensure best ideas are implemented globally. 
  • Plays a strategic role in aligning and influencing roadmaps to meet program financial targets

Skills & Requirements

  • Bachelor's Degree required, Master's Degree is a plus
  • 7-10 years of experience in a process re-engineering role
  • Ability to travel up to 30%
  • Strong analytical mindset
  • Possess strong presentation and documentation skills. Proficient in PowerPoint, Word and Excel
  • Strong business and technical insight, with the ability to quickly understand and communicate ideas and challenges across a broad audience
  • Demonstrate problem solving and negotiation skills and the ability to work across organizational boundaries to drive complex delivery challenges
  • Strong interpersonal skills with ability to build relationships with stakeholders across the enterprise.  Effective networking and collaboration across the enterprise. 
  • Strong written and verbal communication skills, with the professional confidence to effectively engage and interact with senior management
  • Ability to make decisions, handle multiple projects under pressure and where needed influence others to execute against projects through demonstrating the benefits/value of initiatives
  • Ability to lead and motivate others
  • Ability to focus on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results
  • Working knowledge of project and program management principles, processes, tools/technology, templates and management techniques.
  • A good understanding of organizational dynamics and business processes, policies and tools and methodologies relevant to leading operational change.

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 paypalglobaltalentacquisition@paypal.com.



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