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Model Management Analyst, Complaints in Chandler, Arizona, United States of America 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.

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 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. As a Model Management Analyst within Global Customer Identify, Complaints and Internal Controls (GCCI), you will be a hands-on team member that will develop an intake framework between various automated systems to generate valuable outputs and maintain performance of those rules over time. This role sits within the Global Complaints Management Program, and you will be a key player in leveraging our expanding technology and maximizing the potential of adjacent, investigative teams.

About you

  • You are curious and inquisitive: love digging into data and uncovering insights.
  • You are a strong team player that inspires those around you to do amazing work.
  • Comfortable working in an agile environment and with cross-functional teams, with an appetite to learn and pick up new technology.
  • Self-driven, process oriented with great documentation skills.

Key Responsibilities

  • Develop understanding of all automated complaints technology to identify issues and evaluate the value of the outputs.
  • Establish rules to prioritize and track leads from various systems. Create a feedback loop with human investigators to continuously improve the ruleset.
  • Apply statistical methods to identify outliers and select review samples while accounting for team capacity.
  • Discover, Understand, and interpret trends in complaints volumes and its correlated drivers.
  • Communicate findings from data and analysis to peers and senior stakeholders.
  • Participates in discussions, proposes, and evaluate solutions to system and product changes that are directly related to their area of focus.
  • Manage and develop SQL queries to bring structure and insights to complex datasets.
  • Work cross-functionally with business leaders, SMEs, product, engineering, data services, design, and other teams to gain valuable insights that will influence business decisions and opportunities.
  • Prepare, dissect, clean, and combine large datasets from Machine Learning model pipelines.


  • Bachelor’s Degree or equivalent work experience.
  • 3+ years working in data analysis, business process, statistics, or another related field
  • Excellent oral and written communication skills.
  • Advanced Microsoft Excel experience with pivot tables, standard deviation, and the data analysis toolpak (correlation, regression, sampling).
  • Basic understanding of classical Machine Learning Algorithms.
  • Experience with relational databases and structured query languages (SQL) preferred
  • NLP and text-based AI models experience preferred.
  • Good understanding of Data Warehousing and Business Intelligence Application Design & Development.

Our world-class culture is something we’re proud of. We’re committed to creating a thriving and inclusive workplace with great benefits starting day 1 including:

  • Medical, dental and vision     
  • Help with your Medical Plan                                                  
  • Prescription Drugs
  • Health Savings Account
  • Wellness Coaching
  • Employee Assistance Program
  • Emotional Wellness 24/7 Support
  • 401K
  • Employee Stock Program
  • Financial Coaching
  • Flexible Spending Accounts
  • Retirement Planning
  • Life, Accident, Disability Insurance
  • Paid Time off
  • Sabbatical
  • Educational Assistance
  • Fertility Benefits
  • Adoption Support
  • Dependent Care FSA
  • Child & elder care resource
  • New Parent Resources


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