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Manager, Customer Support PM in Singapore, Singapore at PayPal

Date Posted: 11/22/2021

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 Customer Support Project Management Manager will be accountable to drive performance for all customer markets serviced out of APAC locations (NA, EMEA & APAC markets for PayPal customers), provides and ensures strategic alignment to all APAC in-house sites admin support and customer service initiatives. He/She will lead a team of Office Managers and Business Performance Analysts that supports the overall performance and day to day activities and initiatives of APAC sites. The focus of this role will be on providing best in class customer experience to PayPal customers and internal stakeholders and at the same time, influence operation leaders and stake holders in ensuring compliance and best results are achieved. The ideal candidate is someone who is passionate about creating best customer experience and strong track record in managing global work and teams in a call centre and operations environment. He/She has a proven track record of leading and transforming a large people organization as a highly motivated and effective team. The role requires a sense of urgency, passion for results, and personal accountability for achievement.

Responsibilities:

  • Recruit, mentor and motivate high performing Business Performance Analytics and Office Support teams that are in various locations and time zones.

  • Responsible in driving and reporting APAC business performance results to key stake holders across the region and preparing regular APAC performance business updates to Global leaders. This includes hosting APAC performance meetings.

  • Provides regular customer service business performance updates and analysis that includes driving initiatives related to driving specific metric’s performance, outlier management and root cause analysis.

  • Strong PayPal business acumen and process knowledge, setup and drive initiatives across the region, working closely with global stakeholders to ensure continuous business success.

  • Consistently maintain collaborative working relationship with all functions globally in driving business performance for the region.

  • Strategically manage and execute APAC sites seat planning capacity and achieve highest seat sharing ratio across APAC sites.

  • Responsible for creating and executing customized training and coaching programs for APAC teams.

  • Accountable for monitoring budget utilization guidelines and policies, ensuring we are compliant for all APAC sites.

  • Accountable for ensuring due diligence and governance are in place for all site related activities to ensure 100% compliance at all times (monetary, process, people related, policies..etc).

  • Customize, manage and facilitate leadership training programs across APAC sites to leaders of all levels.

Personal Qualities, Knowledge, Experience, And Skills Required

  • 15+ years of managing operation teams in a call centre environment

  • Experience in leading teams from remote location across global time zones and locations.

  • Working culture experience of Philippines, India and China (Including experience of working with NA & EMEA teams)

  • Ability to work across various time zones based on business needs and projects in hand. Working hours could stretch across APAC, EMEA & NA region timing.

  • Candidates with ability to converse in minimum 2 language (Chinese and English) for better communication with China and global teams is preferred.

  • Superior oral and written communication in English.

  • Strong influential and collaborative skills, proficient in driving results and builds strong relationship with people of all levels.

  • Advanced user of tools such as Micro-Strategy, Microsoft Office (especially Outlook, Excel, Powerpoint, Word & Visio), Workday and Concur report functions and Serraview.

  • Hands on working experience with strong track record in:

    • Seat sharing capacity planning for 24 hours call centre

    • Running operation teams (must include Customer service teams in call centre environment)

    • Working with data within Micro-Strategy tool, translating data into analysis to help Operation teams drive and maintain performance across all Customer Service key metrics.

    • In-depth understanding and co-relation mechanics of customer service related metrics impact based on various scenarios (Eg: NPS, NES, RCR, P2P, CCPH..etc)

  • Periodic travel required to mainly APAC offices (China, Philippines and India) and to other locations based on business needs. Candidates with no travel restrictions to the mentioned countries preferred.

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.


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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