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GCO Operational Readiness NA Lead in Chandler at PayPal

Date Posted: 12/18/2018

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 254 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.

This is an operational readiness and program management role. Supporting global and regional initiatives that impact the US, Canada & LatAm customer base. Working cross functionally across the GCO organisation and the wider enterprise to ensure our customer service teams are prepared to support

The GCO operational readiness team partners cross functionally with the wider PayPal organisation to ensure that all customer centric change initiatives have the appropriate support is in place across GCO to deliver the best experience possible for our teammates and customers.

This role will have global oversight and will support on the ground in NA with close partnership with the NA GCO and wider organisation in region.

This is a complex operational readiness and program management role, leading the coordination of GCO readiness for strategic programs for product, marketing and other corporate change initiatives that have the potential to impact the customer experience.

Supporting global and regional initiatives that impact the NA  customer base. Working cross functionally across the GCO organisation and the wider enterprise to ensure our customer service teams are prepared to support. 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 minimise 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. 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.


  • 8+ years, strong operations product and project experience within a multinational, fast moving operations, contact/call center or shared services environment.
  • Must possess internal GCO experience. Multiple vertical experience strongly preferred
  • Bachelor’s degree or related experience. 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.