Chat Marketing Strategy & Operations in San Francisco - Braintree/Venmo at PayPal

Date Posted: 5/26/2018

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 237 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.

As a member of the U.S. SMB Business Unit, you will belong to the team driving one of PayPal’s key merchant segments. This role will report directly to the Global Chat Lead and be responsible for managing marketing & operations for the Global Chat Program.
PayPal recently launched a live chat pilot to support merchant sales on its merchant site. As a channel for the company, chat is in its early days but has proven to be a useful acquisition and engagement tool. Given chat’s success, the PayPal U.S. SMB team has been tasked to grow the channel not only in the U.S. but across PayPal’s key markets. The Global Chat Marketing & Operations Manager will be responsible for developing & implementing a chat marketing strategy in addition to managing chat business operations.


  • Partner with chat vendor data science and PayPal SMB analytics teams to develop targeting models & strategies to optimize chat performance
  • Develop sales enablement assets; scripts
  • Collaborate with product marketing, sales, acquisition & lifecycle marketing teams on leveraging chat to support marketing (promotions, product updates, and other marketing efforts) & contact strategy
  • Develop cross-sell / up-sell strategy for chat presentment in HAWK (PayPal Account Portal)
  • Assist Global Chat Lead with implementation of a chat bot pilot – design strategy, experience, develop business case
  • Work with Web User Experience lead to optimize chat customer experience & journeys
  • Gather actionable marketing & operational insights from chat user journeys/transcripts; drive implementation of learnings
  • Develop global chat marketing best practices & act as a marketing consultant to regions implementing chat for sales & marketing


  • Ongoing management of chat marketing operations
  • Work cross-functionally across PayPal (Finance, Risk, Product, Legal) to drive chat operational initiatives & priorities


The successful candidate will exhibit a majority of the following traits:

  • Understanding of PayPal’s business and competitive payments landscape
  • Customer-first mindset, developing experiences and solutions to better support small businesses
  • An all-around business manager with experience in developing business strategies, implementing operational processes, building strong cross-functional team relationships & influencing people without direct authority
  • Experience with managing live chat or chat bots for sales & marketing
  • Experience managing vendor relationships
  • An understanding of multi-channel marketing: email, social, digital, mobile, and web
  • Highly analytical with an ability to review KPIs & metrics on an on-going basis to analyze, draw conclusions, and recommend immediate action
  • Intellectually curious, quick study who will learn the business quickly. Self-starter/autonomous, with the ability to define goals and strategies without significant management oversight
  • Ability to operate and thrive in a fluid, ever changing environment.  Proactive in approach with a focus on driving results and outcomes with multiple priorities and multiple stakeholders
  • Capacity to develop, and maintain comprehensive set of business & project plans
  • Excellent verbal and written communications skills (e.g. PowerPoint, Word, Excel)
  • Willingness to take risks to develop a business in unchartered waters

4-6 years of experience in marketing, business consulting or business operations
Education: MBA strongly preferred, Bachelors minimum

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.



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