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Director - Incident Management Response in Omaha at PayPal

Date Posted: 2/3/2019

Job Snapshot

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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 267 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.

At PayPal, we put people at the center of everything we do. Within the GCO-GCCI Internal Control Partner Center of Excellence Team, our vision is a culture of risk awareness and comprehensive understanding of our operational processes through strong partnerships across the business that allow us to proactively minimize threats and help make PayPal a great and enduring company. This position is part of the FLOD Internal Controls’ Center of Excellence Organization’s Resiliency & Incident Management team. This requires an individual who possesses our core competencies with deep skillset knowledge to stand-up and drive a program that will define and deliver resilience excellence. A thought leader that embraces and displays best practices with a passion to coach, train, strategize, implement, and delivers results that continuously improve resilience processes. Strong experience in executing business continuity life cycles and understands a risk control environment necessary for effective resilience, incident, and issue management. The Director Incident Management Response is a proven subject matter expert and is a strategic visionary that champions a risk awareness culture that can embrace best practices in the areas of business continuity planning, exercise, response, resumption, and recovery. Proactively identifies improvement opportunities in all activities undertaken to maintain continuity of operations, situational awareness, communications, managing interested 3rd parties, and after-action reporting. The portfolio includes over 400 plans with BC Coordinators and 40 plus Internal Control Partners. The Director engages, supports, and works closely with the first line of defense FA Internal Control Partners and Business Continuity Coordinators to ensure best practices are adopted to operationalize an effective continuity of operations response and recovery. Must be able to cultivate close working relationships across the organization’s Local and Regional Incident Management Teams and Second Line of Defense.

Core Duties:

  • Is a subject matter expert in business continuity and incident management response, for a diverse workforce that is engaged with customers and merchants, in a fast-paced environment requiring adoption of a ever changing business operation
  • Is a visionary, strategic thinker, and implementer of ideas that materialize into action
  • Serve as a champion of best practices and educate others, inform of policy changes and requirements, understands the importance of risk controls and associated tools that provide intake of incidents and issues, and is familiar with Service Now, Jira, or similar tools
  • Communicates clearly and concise, discerns information that is necessary to determine pace and volume of communication based on audience needs and expectations, is considered as an advance user of MS tools
  • Capable of creating and standing up a first line of defense incident management response program that dovetails into second line of defense with no overlap 
  • Responsible for Quality Assurance program, BC Plan Exercise program, BC Coordinator incident response training, and SLOD REMT control test evaluator
  • Responds 24/7 as COE representative on critical incidents and partners with the Director of Customer Recovery
  • Partners with COE Director of Resiliency, Director of Customer Recovery, Director of Issue Management, and Directors of COE FLOD Partners to identify and develops appropriate KPI & SLA, creates dashboards and can deliver written and verbal reports as frequency and cadence requires
  • Schedule, prepare and lead 1:1 coaching and team learning sessions and stand-ups that are interactive, engaging and driven based upon developmental needs 
  • Capable of using and able to train others on BC tools such as Continuity Logic
  • Ensure that functional areas can continue to operate and meet business and client objectives and requirements in the event of a business interruption, or disaster
  • Supports in the development and implementation of Plans for new groups, systems and processes/procedures in various departments and works with Plan owners to implement them
  • Is a trusted agent in identifying the result expectations when organizing and coordinating the appropriate testing resources required to conduct a Business Continuity test/exercise
  • Create/Support potential playbook scenarios to identify resources and procedures to re-establish operations from various types of business disruptions
  • Identify opportunities for improvement or mitigation of business interruption and other risks caused by business, regulatory, or industry-specific change initiatives
  • Foster ongoing awareness of business recovery requirements and strategies with business/Operations partners
  • Utilize effective coaching styles to the performance and knowledge level of each staff member (support learning style differences/flexibility)
  • As a Team Leader you will become a significant resource to other departments in and around PayPal; it is important to support other Global Teams as well other departments that come seeking guidance and support
  • Attend professional meetings, read literature, and participate in training or other educational offerings to keep abreast of new developments and technologies related to Business Continuity/Disaster Recovery

Core Competencies:

  • Working with Ambiguity
  • Motivating Others
  • Decision Quality/Problem Solving
  • Process Management
  • Presentation Skills, Interpersonal Savvy
  • Drive for Results
  • Time Management
  • Functional/Technical Skills
  • Thrives in ONE TEAM environment: Inclusion, Collaboration, Innovation, Wellness

Prerequisite Knowledge and Proficiencies:

  • Strong analytical, cross-referencing and deductive reasoning skills.   Ability to problem-solve, review and analyze data, locate its source, effectively assess risk, identify root cause of issues and identify operational efficiencies. Ability to determine best course of action/make sound recommendations for correction of testing/monitoring findings.
  • Self-motivated.  Must be able to work in a fast-paced environment with frequent interruptions and work effectively under the pressure of deadlines.
  • Demonstrated attention to detail along with working knowledge of various operational and back office functions within the First Line of Defense Organization.
  • Must display a high level of professionalism, sound judgment, commitment, integrity, teamwork, and customer service.
  • Proven organizational skills.
  • Solid communication skills, both written and verbal, and the ability to communicate with several stakeholders.
  • Ability to establish and maintain harmonious working relationships with co-workers and business units.


  • 8-10 years professional related experience in business continuity; experience in standing up a program; preferably experience in a call center operation; fintech; Banking or AML/BSA functions.
  • 3-5 years as a senior people leader of a Business Continuity and/or Disaster Recovery organization
  • 3-5 years of performing incident management response and performing after action RCA to identify issues resulting from events and exercises
  • Advance knowledge of Microsoft Office (Word, Excel, Visio, PowerPoint, Microsoft Project, etc.).
  • Demonstrated strong written, oral and presentation skills to foster productive relationships with diverse staff.

Licenses and Certifications:

  • Appropriate certifications (CBCP, MBCP, CPP, ISO 22301).
  • PMP encouraged.

Educational Requirements:

  • BS/BA Degree or educational equivalent in emergency management, risk management, business or a related field is required.

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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