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Learning Experience Specialist in San Francisco at PayPal

Date Posted: 3/24/2020

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 305 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.

The Learning Experience Specialist (LES) will be responsible for delivering a range of training for Global Customer Operations (GCO) teammates to help them understand PayPal business model, PayPal product, processes and industry knowledge. The training includes new hire training, Up-Skilling, refresher, soft skills and ad hoc training deliverables. The LES will work on cross-functional improvement projects as well as global projects to drive the business KPIs. The LES will also need to collaborate with the global training team and cross-functional teams and acts as a SME for GCO. Areas of focus include developing and delivering training, project management, training needs identification, assessment of the effectiveness of training, coaching, facilitation and review of key customer metrics.

Core Responsibilities:

  • Regularly use PayPal customer and teammate products, work in production and suggest solutions to improve customer experience
  • Leverage different learning methods and channels (e-learning, discussion boards, classroom, simulation, web-conference) to drive learning enablement and impact performance
  • Proactively communicate with stakeholders and Learning Business Partners on identified performance improvement opportunities
  • Design learning experiences that support business objectives
  • Collaborate and communicate with the learning team on effective design and implementation for maximum impact
  • Understand BU metrics and how they impact performance


  • Bachelor Degree or equivalent
  • 2 -3 years of training experience preferred.
  • Demonstrated ability in both independent facilitation and training principles
  • Demonstrated ability to write training related material
  • Able to work flexible hours and/or overtime as business needs dictate
  • Travel may be required from time to time
  • Bilingual (English/Spanish) highly preferred 

Job Requirements:

  • Basic knowledge of adult learning principles and ability to apply in a learning culture
  • Able to learn new skills or PayPal product knowledge quickly and could find the best way to practice and digest the new skills
  • Thrives in a constant change environment and will champion change for teammates and learning partners
  • Ability to work flexible hours is a must
  • Capable to deliver back-to-back in-classroom training over 2 months
  • This position may require travel to other PayPal sites globally


  • Candidates must demonstrate proven experience and success in training needs analysis, design, delivery & assessment.
  • Holistic understanding in Operations (experience with Customer Service, Risk/Fraud, Compliance, Collections, and out-sourced vendor support) preferred
  • Project Management experience valued
  • Experience using Microsoft Office products including: Excel, Word, Outlook, Visio, and PowerPoint.
  • Experience with Adobe Captivate, Articulate or any e-learning tools would be a plus
  • Candidates must have a proven track record in achieving strong results as well as continually displaying initiative to take on additional responsibilities towards professional growth
  • Ability to handle multiple projects under pressure
  • Must be a team player with an ability to lead a team and motivate others
  • Ability to maintain highly confidential information
  • Excellent communication, facilitation and interpersonal skills
  • Experience with the international payments industry a plus

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. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at



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