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GCO Operational Readiness Leader in San Jose at PayPal

Date Posted: 3/17/2019

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 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.

Leading a global team of program managers & customer advocacy experts that deliver the optimal customer experience for our customers as they navigate the PayPal product in their market. This includes working cross functionally across the GCO organisation and the wider enterprise to ensure our customer service teams are prepared to support our customers and also that PayPals products are aligned to our customers needs and requirements. Leading hundreds of PayPals' strategic initiatives in a given year and building strong relationships across the globe to ensure excellent customer service and sustainable solutions and results are delivered.

This is a complex people leader, operational readiness and program management role. Leading a global team of program managers & customer advocacy experts that work cross functionally across the GCO organisation and the wider enterprise to ensure our customer service teams are prepared to support our customers and also that PayPal's products are aligned to our customers needs and requirements. Leading GCO readiness for strategic

programs for product, marketing and other corporate change initiatives including M&A and policy that have the potential to impact the customer experience.

People focused, Proven people leader of high performing teams, who has the expertise and ability to drive passion, excitement, engagement, innovation and shared purpose with a remote located team of professionals

Customer focused, the ideal candidate will have excellent knowledge of the GCO business and strong influencing ability.

Excellent communications and relationship building skills required as is an ability to operate across all levels in the organization.

Working across the entire GCO domain identifying potential areas of impact and identifying key mitigation strategies to minimize impact on customer and teammate experience.

Proactively and routinely engage appropriate partners and stakeholders across varied geographies, locations and functions teams in communications and planning.

Partner with GCO Platform Services PMO for planning and launch management.

Engage in M&A support including due diligence assessments and providing support of integration events

JOB REQUIREMENTS

  • Experience of leading a global team of high performing professionals and a track record of
  • successfully developing their people
  • Proven record of successfully leading significant, concurrent, high volume change initiatives with time sensitivity.
  • Deep understanding of the product and marketing portfolio, stakeholder groups and internal /
  • external business landscape.
  • Ability to achieve results through others.
  • Customer support and product acumen – Good understanding and ability to navigate the customer support verticals and strong PayPal product development knowledge.
  • Understand the impact of change to customers and teammate. Can identify optimal readiness components for the change
  • Excellent communication skills written and oral, ability to communicate effectively cross-functionally, present and speak to different levels of the business.
  • Possess the ability to build and leverage relationships with different areas of the business and manage stakeholder expectations.
  • Good knowledge of project and program management principles, processes, tools/technology, templates and management techniques

JOB QUALIFICATIONS

  • 10+ years, strong operations, people, product and project experience within a multinational, fast moving operations, contact/call centre or shared services environment.
  • Multiple vertical experience strongly preferred
  • Bachelor’s degree or related experience. Masters preferred. Process and project management
  • qualification preferred

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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