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Product/Policy Integration Team Leader in Chandler, Arizona, United States of America at PayPal

Date Posted: 6/14/2022

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.

This is a Leadership role within PayPal’s Product & Policy Integration team. As a leader, you’ll drive initiatives, but also lead a team of experts who act as the main Global Customer Operations (GCO) contact to ensure our GCO teams are prepared to support strategic programs for product, policy, marketing and other corporate change initiatives that have the potential to impact the customer experience. This person will be considered an integral member of various cross-functional project teams, be the voice of GCO in integration discussions, lead the rest of the team through integration and ultimately, mitigate risk to our GCO organization.


  • Ability to lead and develop a 6 person team of project managers who can effectively assess product & policy changes to define the impact on GCO.
  • Proven leader who learns quickly, can deal with ambiguity, and thrives in a fast-paced cross functional environment.
  • Proficient in project and program management principles, processes, tools/technology, templates, and management techniques.
  • Proven record of successfully leading a team who manages significant, concurrent, high volume change initiatives with time sensitivity.
  • Ability to handle highly sensitive data with confidentiality and integrity; ability to exercise appropriate judgment.
  • An understanding of the Product Development Lifecycle (PDLC) and experience working in an agile environment.
  • High level of customer service knowledge and the ability to navigate a customer service organization with ease.
  • A passion for providing our customers and teammates with the best experience possible.
  • Ability to identify the impact of change to customers and teammates and define optimal readiness components which require change.
  • Steller written and verbal communication skills, including the ability to tailor conversations based on your audience.
  • Strong critical thinking skills. Experience applying various methodologies or practices to assess processes, business issues and people. Ability to extract key messages from detail and translate into audience appropriate messages.
  • Possess the ability to build and leverage relationships cross functionally and influence others.
  • Extremely organized, detail oriented, customer focused and collaborative with the ability to rally the troops in a demanding, fast paced environment.
  • Experience leading product and/or policy integrations, including assessing new product and/or policy changes, translating impacts to the company, planning and execution of necessary changes.


  • Lead and develop a team of 6 project managers who will assess product and policy changes to define the impacts on Global Customer Services
  • Ability to develop project plans, teach/lead others on how to do the same
  • Drive constant process improvement across the team to optimize the way we integrate product & policy.
  • Act as representative and ambassador for PayPal GCO in discussions with product, policy, marketing, and others across the company.
  • Act as primary point of ownership for multiple product/policy integrations, providing both oversight and execution for product/policy integration activities across GCO.
  • Build and maintain strong relationships across product, policy, marketing and GCO to identify optimization opportunities, remove risks and resolve issues.
  • Define, organize, and lead needed project rhythms across GCO to execute product & policy integration.
  • Represent GCO in product, policy and/or marketing sessions.
  • Conduct integration impact assessments and define changes needed across GCO (i.e routing changes, location strategy, servicing strategy, teammate tool changes, content, etc.).
  • Identify and build the necessary project team across GCO to execute necessary changes to support product, policy and/or marketing changes.
  • Manage changes to project scope and schedule, including communications, if needed.
  • Maintain record of all major decisions taken in various rhythms.
  • Proactively ensure program and project planning gaps or other risks are effectively identified and mitigated, escalating information and partner cross functionally to removing roadblocks where needed to successfully execute on time.
  • Measure impacts of integration initiatives to ensure results are as expected.
  • Manage any post live issues to close.
  • Provide ongoing updates to GCO and leadership - where needed, deliver deep dive sessions.


  • 10+ years related professional experience, including 6+ years program management experience within a multinational, fast moving operations, contact/call center or shared services environment
  • 5+ years’ experience managing a team, preferably with 4 or more direct reports
  • Demonstrated experience leading the integration of new products and/or policy within a department.
  • Literate in payments
  • Experience in managing all phases of program to success, including initiation, planning, execution, monitoring & closing and closure.
  • Strong project management methodology experience and a firm understanding of the Product Development Lifecycle in an agile environment.
  • Proven ability to achieve results in a highly matrixed global organization.
  • PMP certification preferred, but not required.
  • Bachelor’s in business, Information Technology or related fields.
  • Comfortable working with diverse teams in multiple locations.
  • Ability to influence where you do not have direct authority through strong interpersonal skills.
  • Ability to travel up to 15%

Our Benefits:

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit

Who We Are:

Click Here to learn more about our culture and community.

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit

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

As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.