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Senior Manager, Impact Measurement in San Jose at PayPal

Date Posted: 7/29/2020

Job Snapshot

  • Employee Type:
  • Location:
    San Jose
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

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 305 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.

The Oversight and Impact Measurement teams is seeking an experienced Senior Manager, Product Management to help drive the Experience Management and Product & Platform Health Dashboard forward. In this role, you will lead a team and work closely with business unit counterparts, product functional teams, engineering, and cross-functional stakeholders globally to develop requirements that measure customer effectiveness and build tools to enable customer-centric metric driven decision making across the Product & Tech organization. This candidate will drive adoption and establish a governance structure for ongoing monitoring and management of the key metrics. The candidate will partner, interact and work to influence Directors, Senior Directors and Vice Presidents in the product portfolios, Program Management and key stakeholders across PayPal. This role has an excellent opportunity to learn about PayPal products, product management and the product development lifecycle while demonstrating critical stakeholder and project management skills. Join a group of dynamic and diverse thinkers /doers who are transforming the way we standardize and share experience data across the organization.


  • Drive innovation, ideation discussions with partners, product requirements definition, deliverables planning and execution.
  • Define, manage and prioritize initiative roadmap.
  • Ensure product vision and requirements are defined globally, with long-term and scale in mind.
  • Make tradeoff decisions based on technical and business insights.
  • Write clear, detailed and thorough specifications and user stories for complex features, functionality and products.
  • Collaborate with a massive global team across Product Management, Engineering, the PMO, and different business functions to ensure fluid integration of Customer Experience effort scores and alignment with related implementation activities.
  • Participate in the QA process to ensure the final product meets the business design.
  • Clearly solicit feedback and distill vision, strategy, product benefits and results to our internal customers.
  • Monitor impact of product features and key metrics.
  • Troubleshoot issues and answer product questions – be an Experience Management Product “expert.”
  • Establish a governance structure for ongoing monitoring and management of key metrics.
  • Drive awareness, adoption and rollout with executives and key stakeholders across the organization.
  • Develop and manage engagement playbook with internal and external stakeholders.
  • Manage vendor relationship including pilot, rollout and associated support.
  • Identify KPIs metrics needed and design the KPI visualization with the intent of driving the transformation at PayPal to increase accountability, efficiency and effectiveness.


  • 10+ year experience with general technology product management.
  • 8+ year experience with service-oriented architecture and Agile development methodologies.
  • BA required, MBA a plus.
  • Experience with Agile development as a product owner for a scrum team, design-thinking and customer centric approach is preferred.
  • "Driving capabilities" - taking initiative, persevering through challenges, constantly pushing toward clarity and delivery while balancing the need for great collaboration, driving consensus and delivering in a matrix organization with multiple stakeholders.
  • Strong writing skills and ability to converse with technical and non-technical personnel fluently, articulating complex business factors, progress, issues and recommendations in a concise manner to all levels and functions.
  • Strong analytical ability, attention to details and data-driven decision-making ability.
  • Ability to work in a fast-paced, constantly evolving environment, handling multiple priorities concurrently with minimal guidance is a must.
  • Experience with Qualtrics is ideal.

Additional Skills:

  • Excellent written and verbal communication skills.
  • Self-starter demonstrates independence, initiative and follow-through. Delivers on time while meeting quality objectives and customer expectations.
  • Work across the company to drive to decisions, build consensus and bridge gaps. Builds rapport, credibility and relationships with multiple stakeholders. Great team player.
  • Must be detail-oriented, conscientious, thorough and accurate.
  • Must be able to step back and analyze at a broader level, while still being detailed oriented, conscientious, thorough and accurate.
  • Strong interpersonal skills, diplomacy, and client service-oriented attitude and mindset.
  • Ability to work globally and cross-functionally and lead change in a fast-paced environment.
  • Proven ability to function well independently as well as in a team.
  • Be comfortable in a fast paced and dynamic environment with a high degree of accuracy.
  • Comfortable working in a fluid environment where roles and responsibilities are still evolving.
  • Good project management and reporting skills.
  • Ability to facilitate group discussions and run meetings.
  • Ability to handle multiple projects under pressure.
  • Well-developed sense of urgency and follow through.
  • Ability to resolve complex issues and settle disputes equitably.
  • Ability to determine when to escalate to management and identify the right stakeholders for decision making.
  • Proficient with tools such as Power Point, Microsoft Project, MS Word, Excel, Access and Visio.

Desired Skills and Experience:

  • Understanding of payments products/experiences.
  • Demonstrated working relationships that enable self-direction.
  • Demonstrated ability to manage and influence cross-functional engagement & execution.

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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