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Director, Engineering Excellence in Austin at PayPal

Date Posted: 10/1/2021

Job Snapshot

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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. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

The PayPal Developer Platform & Experience (DPX) team ensures the 1,000+ internal product delivery teams developing and delivering PayPal software can do so with minimal friction and maximum speed. It provides the tools, processes, and best practices that guide the Software Development Lifecycle (SDLC) for all developers and all software stacks. This group helps simplify the process of delivering software so that engineers can spend more time developing and less time managing infrastructure and their pipeline. This is a critical function that ensures every team has the tools and support they need to stay in flow and deliver products globally to compete and win the $5 Trillian dollar FinTech market. This critical role is the glue between the PayPal engineering community and the DPX product organization. It is responsible for how DPX engages with its engineering customers and other stakeholders as well as deriving insights for the business based on customer feedback and underlying data intelligence. It facilitates a two-way conversation that evangelizes DPX services and provides channels for feedback that help keep the product organization close to their customers and their needs. The goal is to create and curate a highly collaborative partnership between DPX and its stakeholders to maximize the value of the products and services the organization delivers. Additionally, it actively identifies and drives ways to improve the productivity of our engineering teams based on deep data analytics and promotion of industry best practices.

Roles and Responsibilities: 

  • Works closely with DPX leadership to establish long term organizational vision, messaging, and language that communicates and evangelizes DPX as an organization.
  • Drives holistic DPX market segmentation and differentiated marketing strategy for each target stakeholder, including engagement and messaging appropriate for each (e.g., engineers, senior leaders, board of directors, etc.)
  • Works closely with DPX product management to align and support promotion of DPX products and services in line with the overall organization vision and goals.
  • Organizes and executes customer-focused events and other outbound and inbound marketing activities including but not limited to hackathons, blogs, customer advisory boards, co-development projects, go-to-market consulting and execution oversight.
  • Defines, owns, and drives voice-of-the-customer strategy for DPX, including measures of customer satisfaction and consistent feedback loops that reinforce and inform strategic and product roadmaps and investment.
  • Drives continuous improvement in documentation and the business processes required to deliver high customer satisfaction, including partnering with cross-functional service providers to enhance and improve their service delivery.
  • Defines, implements, and measures key DPX metrics around productivity, availability, quality, security, and other key organizational measures of success.
  • Works closely with product domains to provide data analytics and insights for key DPX business processes supporting the business, including bug management, release management, and other key SDLC processes.
  • Defines and drives the holistic customer support strategy, including documentation, chat, and other self-service solutions.
  • Runs a multi-layered customer support organization, including negotiation and management of vendor relationships and engineering support services.
  • Ensures there are strong feedback loops between customer support processes and product teams to encourage a culture of continuous improvement and learning.

Desired Skills and Experience:

  • 10+ years combined experience in a developer-focused domain with a strong emphasis on marketing, communications, and data analytics to drive business results.
  • Passion for the needs of engineers with an ability to understand the engineering mindset and the EQ to form strong relationships and cross-functional partnerships.
  • Deep understanding of the software development process and the challenges of scaling in a large enterprise.
  • Seasoned people manager with a track record of hiring, nurturing, and growing talent.
  • Superb communication and writing skills with an appreciate for the nuance of strong marketing material as well as the style and precision of technical documentation.
  • Highly motivated, result-oriented self-starter who enjoys working in a fast-pace environment.
  • Data driven mindset with degree or equivalent experience in a quantitative discipline such as Computer Science, Statistics, Engineering, Mathematics or Economics
  • Solid executive presence with the ability to represent the organization to key leadership, product development, and stakeholder audiences.

For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. 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.

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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