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Snr Product Manager - Support Automation in Chicago at PayPal

Date Posted: 9/3/2021

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.

PayPal is committed to delivering the best experience for our global developers. Our team designs experiences, testing and tooling capabilities critical for our developers to build and go-live with PayPal’s payment integrations. The Developer Ecosystem team is part of the Core Product & Engineering organization, and responsible for PayPal’s end-to-end developer experiences – including developer onboarding, integration, and servicing experiences. We’re looking for a Lead Product Manager who wants to transform Developer’s Support and Servicing Experiences for PayPal Inc. If you are excited about empowering Developers by helping them integrate PayPal payment solutions – this role is for you. In this role, you will define the strategy to provide intent-based, automated and CRM based support to our developers. You will also help develop the servicing and support strategy for developers using state-of-the-art dashboards and services. Experiences you craft should be scalable to PayPal’s future acquisitions. You will work closely with user research and user experience teams to identify a developer’s pain point. In partnership with engineering, you will build the strategy and roadmap, define product requirements for developer products, with the goal of each new release making a measurable impact on the business prioritize developer’s testing to go-live experiences. With an incredible power of self-service support experiences, our ambition is to optimize a developer’s integration journey across Enterprise, Multi-Partner, and Small Business segments. In this role, you will also be an organic developer evangelist and advocate – and bring the voice of developers to enhance future roadmaps and product strategy. This job requires no travel.

Primary Job Responsibilities:

  • Responsible for developers support and servicing environments, including but not limited to support via CRM tools – example Salesforce, Zendesk, but also monitoring via developer dashboards
  • Develop the vision, strategy, and roadmap for future investments in developer support experiences
  • Interact with developers and translate their needs into product requirements
  • Interact with partner teams such as Global Technical Support and Customer Success Managers to determine developer pain-points
  • Improve end-to-end developer support experiences by introduction self-service capabilities, example chatbots and intent based support experiences
  • Partner with infrastructure teams to adopt support tools that apply for developer’s existing needs but also explore external tools to automate support where possible  
  • Define key product indicators and success metrics for developer’s support experiences 
  • Partner closely with User Experience, User Research, and Front-End Experiences team to build robust experiences. Validate experiences and product prototypes with early adopters.
  • Manage stakeholders through communication strategies
  • Partner with the engineering team to ship functionality that delights users, has the right balance of impact vs engineering cost, and makes a measurable impact on the business
  • Work closely with developer relations & product marketing to launch new features and drive product awareness and adoption

Job Requirements:

  • You have deep empathy for developers and care about challenges a developer may face during their journey
  • You understand the integration lifecycle via SDKs and APIs, and you have keen awareness about where and how developers seek support in their journey
  • You have knowledge about CRM solutions developers use to seek service and support
  • You understand how to translate a developer’s intent to seek support into a meaningful support experience
  • You can map a developer’s journey, translate challenges into a roadmap, and execute with precision and transparency
  • You cultivate a strong understanding of developer’s support & servicing needs by being part of developer community
  • You only ship functionality after you’ve personally test driven it and you can edit technical documentation required for product releases
  • You have strong written and verbal communication skills 
  • You enjoy using social media to interact directly with developers for feedback
  • You care about feedback from internal and external stakeholders
  • You are a team player and mentor members in their development journey

Preferred Qualifications:

  • Bachelor’s in Computer Science or related technical field
  • Links to your blog or your profile in online communities like GitHub, Stack Overflow etc are a plus
  • 10+ years of Technical Product Management experience
  • Fluency in English

Our Culture



We are a committed and passionate team delivering compelling experiences to our developers across all market segments. Our developer-centric team brings creative and technical skills together to craft solutions for our developers and merchants across the globe.

We drive innovation with a diverse team: with offices around the globe, our Product team is dedicated to championing PayPal's core values of inclusion and innovation to empower all employees to learn and grow.

We help each other through active collaboration, mentorship programs and global initiatives. Our diversity is our strength.

We give back: Our PayPal Gives programs have a positive impact on the community and help to develop a culture around the act of giving back, one team, and growth.


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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