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Senior UI/UX Product Manager in San Jose at PayPal

Date Posted: 3/4/2020

Job Snapshot

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.

We are reinventing Customer Service at PayPal to help make our services effortless, accessible and essential for today’s customers and to fuel our goal of serving billions of people around the globe. We are creating effortless experiences by being a customer champion in everything we build and deliver to attract, empower, enable and engage people on our platform. We are daring to innovate and committed to partnering across the company to shift from transactional to relational service and to deliver our services consistently with quality and care because we value each customer as if they were our only customer. In the role of Senior UI/UX Product Manager for customer engagement, you will define experiences for PayPal’s customer service and operational teammates who service our customers every day. As their advocate, you will work to deeply understand them, their pain points, and opportunities for us to make their experience far better (to enable them to take the way we service our customers to the next level). The ideal candidate is a hybrid Sr. designer with user research, interaction and visual design skills who is nimble and incredibly smart who will thrive in a fast-paced work environment. This role requires strong problem solving skills and independent self-direction, coupled with an aptitude for team collaboration and open communication. This individual should have in their DNA a passion for empathizing with the needs and behaviors of people, the business and how to solve for them through design.

  • Determine the best UX solutions based on user feedback and business goals and helps to determine overall direction, identifying challenges and adapting as needed based on the context of the solution and user.
  • Perform a heuristic evaluation of our current experience and help others think beyond their area by creating end-to-end customer journey maps for the highest volume partner platforms.
  • Conduct research to deeply understand users as well as conduct competitive analysis.
  • Create personas and tell their stories through journey mapping and task flows.
  • Think strategically from a customer’s perspective looking across services, features and flows to develop a holistic experience and proactively recommend innovative solutions.
  • Design services and experiences, not just features, that span across the entire user journey.
  • Document site maps, content strategy, interaction flows, style guides.
  • Facilitate workshops and activities to promote and drive design thinking across the business unit.
  • Lead discussions on strategies and concept generation with a long term view. Incorporates contributions from cross-functional partners.
  • Evangelize large, innovative ideas and promote process improvements that will significantly improve user experience metrics.
  • Effectively guide and mentor other designers, contributing to higher quality design solutions.
  • Influence product, design, and engineering executives through storytelling and analytics.
  • Present a broad set of potential designs for any project.
  • Contribute to the UX community of practice through the adoption of new technologies and methodology.
  • Encourage artifact reuse and consistency across team members and projects.
  • 8+ years experience.
  • Bachelors or Masters Degree in the study of design including one of the following; Design, Information Architecture, Human Factors or equivalent project/portfolio experience.
  • Complete UX skill set: workshop facilitation, identifying customer problem statements, problem discovery, solution generation, concept creation, wireframing, testing, synthesis, iteration, prototyping, heuristic evaluation, competitive analysis, customer journey mapping, applying design systems and producing deliverables for development.
  • Proven ability to deliver high-quality results.
  • Experience leading delivery, through feedback, design critique, presentation to program sponsors, planning and coordinating with partners where needed.
  • Thorough knowledge of essential channels and platforms.
  • Experience using design research methods to uncover customer insights.
  • Excellent verbal and written skills.
Preferred Qualifications:
  • Experience working on customer service, CRM, or other internal-employee experience.
  • Experience with resources such as product design systems, repositories, and internal communication tools.
  • General awareness of technology mediums (i.e., JavaScript, HTML/CSS) including differences between them.
  • Solid knowledge of story and backlog management tools and resources such as JIRA, Rally.

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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