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Manager, Internal Controls 1 in Omaha at PayPal

Date Posted: 5/13/2021

Job Snapshot

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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 392 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 a FLOD COE Complaints Expansion Lead, your primary responsibilities will be to assist the Complaints leadership team in building a robust and comprehensive complaints management program across the enterprise. This individual will assist in the socialization of program goals and partner with cross functional stakeholders to accomplish those goals. The Complaints Expansion Lead will also oversee a team of Analysts responsible for developing and executing on project plans which outline milestones and deliverable dates. The Complaints Expansion Lead will work closely with SLOD stakeholders to set prioritization and monitor for changes.

Core Duties:

  • Drive the design, implementation and execution of the Complaints Expansion roadmap
  • Develop requirements for the integration of new markets, business units, adjacencies and acquisitions into the Complaints Management Program
  • Work collaboratively with SLOD stakeholders to understand regional business requirements for complaints management handling processes
  • Partner with Complaint leaders to determine residual impacts of expansion activities on resourcing and processes
  • Assist in risk assessment/business case/cost benefit analysis to help in the identification, development and prioritization of Complaints expansion activities 
  • Develop direct reports to their fullest potential by helping them succeed, providing development feedback and career coaching.
  • Ensure applicable program documentation is complete.
  • Establish relationships and engage with key stakeholders across the PayPal enterprise, through attendance at meetings and other communication forums.
  • Champion change in department and/or functional area by supporting others through the phases of change, communicate positively and consistently through the change
  • Stay abreast of operational processes and the ever-changing regulatory environment.


  • Composure
  • Effective Communication Skills
  • Dealing with Ambiguity
  • Decision Quality (Problem Solving)
  • Process Management
  • Interpersonal Savvy
  • Presentation Skills
  • Drive for Results
  • Time Management
  • Functional/Technical Skills

Prerequisite Knowledge and Proficiencies:

  • Proven project management skills.
  • Ability to multitask effortlessly and manage competing priorities under demanding deadlines.
  • Demonstrated ability to learn quickly, manage projects and drive/achieve results.
  • Excellent analytical, cross-referencing and deductive reasoning skills.   Ability to problem-solve, review and analyze data, locate its source, effectively assess risk, identify root cause of issues and identify operational efficiencies.
  • Strong computer knowledge; excellent MS Word, Excel, Visio, and PowerPoint skills.
  • Thrives working in a fast-paced environment while maintaining composure and able to make sound decisions under pressure
  • Excellent verbal and written communication skills.
  • Operate with strong integrity with the ability to handle projects of a sensitive and confidential nature.
  • Demonstrated attention to detail and thorough knowledge of PayPal services and products.
  • Self-motivated
  • Working knowledge compliance requirements and internal control/operational risk testing practices.
  • Must display a high level of professionalism, sound judgment, commitment, integrity, teamwork, and customer service.
  • Proven organizational, presentation and leadership skills.
  • Ability to establish and maintain harmonious working relationships with co-workers and other business units.


  • 6+ years relevant experience
  • 4+ years of relevant experience with banking laws/regulations
  • Experience using Lean Six Sigma/Six Sigma or similar processes preferred

Educational Requirements:

  • BS/BA Degree or equivalent work experience preferred

Physical Requirements

  • This position requires sitting, typing and repetitive motions.

Position Scope Details:

The above listed statements are intended to describe the general nature of work being performed within the role.  They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviors or expectations for which one may be measured upon within the performance review process.  Employees will be required to follow any other job related instructions and to perform any other job related duties requested by their leader.  Additionally, individuals need to be able to work any shift within a 24 hour period Monday through Sunday.

Our world-class culture is something we’re proud of. We’re committed to creating a thriving and inclusive workplace with great benefits including:

  • Excellent medical and dental benefits
  • Competitive salary
  • Savings plans with company match / Employee Stock Purchase Plan
  • Generous time off policies
  • Ongoing training, tuition reimbursement and support to help you realize your full career potential
  • Community fundraising and volunteer opportunities
  • PayPal’s sabbatical program provides four weeks of paid time off after every five years of service.
  • Active social groups

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



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