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Lead Manager, RnP Rules and Intelligence in Shanghai at PayPal

Date Posted: 3/8/2019

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.

RnP Queue/Case Rules and Intelligence Lead Manager is a strategic and leadership role for global Resolution and Protections (RnP) Services to define holistic prioritization and intelligence strategy for global dispute/claims and chargeback review cases and queues, so that loss saving, customer experience and HC and OT resources can be balanced and optimized. The specific responsibilities of the role are, - Analyze current Dispute/Claims/Chargeback queues and define entire queues and cases optimization strategy to optimize efficiency with the balance of loss saving, differentiated service experience, service level and resources. - Work with partner teams to implement case priority, routing rules and mapping with teammate’s skillsets. - Define right KPIs for queue performances and use them to monitor queue performances and teammate’s performances with the most ROI - Works with partners to implement queue/case automation and solutions to mitigate the impact of automation failure. - Lead and drive projects to implement intelligence for rules

Job Description

  • Design, develop and maintain data-driven solutions for RnP Service queues. Makes sound decisions that balance risk, user experience and financial performance.
  • Identify and address problems and issues during normal course of work and respond to queue optimization needs quickly to solve issues with minimum guidance.
  • Develop and automate tracking functionality that monitors volume and solution efficacy. Regularly evaluate and communicate performance of analytical solutions to leadership team, partners and production teams.
  • Participate in the formulations and implementation of departmental processes, procedures, policies and standards.
  • Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results on matters of significance to the business.
  • Look for improvement and innovation opportunities with business impact. Provide a source of high quality ideas.
  • Lead and drive strategic projects
  • Lead other analysts if needed.

Job Requirements

  • Mater’s Degree with a major in Analytics, Statistics, Mathematics, Computer Science, Engineering or other quantitative discipline or equivalent of 6 + years of diversified analytics experience required and 2 to 3 years people leadership experience
  • Strong in analytics and problem solving. Experienced with predicative modeling, data mining and analytical tool. Proficient with SQL, SAS, and etc.
  • Programming and coding experience on rule implementations.
  • Proven experience in employing analytics solution on real world problems.
  • Good business sense and logical thinking. Ability to synthesize information and generalize the pattern.
  • Proven ability to work independently and proficiently on well-defined projects; Focuses primarily on how to achieve overall business objectives of a project with speed and quality
  • Effective inter-personal skills. Manager relationship with key partners. Able to collaborate with remote teams effectively.
  • Skilled in Presenting – can effectively communicate in large or small group settings.
  • Fluent in English
  • Subsidiary: PayPal

    Travel Percent: 20%

    Education: Bachelor’s Degree or Equivalent work experience (Required)

    Languages: English


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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