Director, Customer Care, Chat Operations in Bangalore at PayPal

Date Posted: 6/7/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Bangalore
  • Job Type:
    Customer Support
  • Experience:
    Not Specified
  • Date Posted:
    6/7/2018
  • Job ID:
    R0034007

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.

The Director, Customer Care, Chat Operations Leader role is the key thought leader for the business to drive strategic oversight of the implementation of a new customer service channel focused on live chat, social messaging and chat bot automation.  This role will create and drive performance metrics for this new channel working with the operational leadership teams both internal and external business partners to deliver great customer experiences as customers use this new contact channel.  The Chat Operations Leader Role will have experience in deploying Chat and ensure our customers and front-line teammates are prepared and successful.

Position Title

The Director, Customer Care, Chat Operations Leader role is the key thought leader for the business to drive strategic oversight of the implementation of a new customer service channel focused on live chat, social messaging and chat bot automation.  This role will create and drive performance metrics for this new channel working with the operational leadership teams both internal and external business partners to deliver great customer experiences as customers use this new contact channel.  The Chat Operations Leader Role will have experience in deploying Chat and ensure our customers and front-line teammates are prepared and successful. This role will partner with the Product business units to implement improvements for our customers and team members. This role will also be responsible for the long-term operational strategy and support model, continuous improvements of business processes in these new channels, new process implementation and regular business reviews.

The ideal candidate will have a blend of the following in their background:

  • Must have at least 12 years of strategic and operational leadership experience in a customer service environment.
  • Experience in delivering customer support through chat.
  • Customer centric service philosophy and understanding of the challenges in providing a world class customer experience while controlling costs in a growth environment.
  • A successful track record in achieving and exceeding customer service goals in a high growth business.
  • Strong presentations development and delivery skills
  • Strong analytical and quantitative skills with the ability to use data and metrics to back up assumptions, recommendations and drive actions.
  • Accountable for the ongoing evaluation and continuous improvement of operational processes and procedures in this new channel and drives operational process improvements resulting in sustaining and improving customer service experiences.
  • Accountable for daily/weekly/monthly/quarterly meetings to review performance and to maintain reporting that analyzes performance and vendor scorecards (service levels, volumes, quality, CSAT, and handle time).
  • Ability to utilize influence in a matrix organization to produce results.
  • Experience with change management aptitude and ability. Takes a proactive role to bring about change, applying new ways to develop the business through improved management of people and processes.

EDUCATION/EXPERIENCE: MS/MBA degree or equivalent; 12+ years related experience or 14+ years related experience if without MS/MBA degree; 8+ years supervisory experience


TRAVEL REQUIREMENTS: Visit vendor and other operational locations annually or bi-annually based on location to observe processes and ensure consistency in this new channel.


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.

R0034007

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