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Manager, Complaints Root Cause Analyst in Dundalk at PayPal

Date Posted: 7/24/2020

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 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.

First Line of Defense (FLOD) Internal Controls (IC) Center of Excellence (COE) Complaint Root Cause Leader As a Complaint Root Cause Leader, your primary responsibilities will be to assist the First Line of Defense (FLOD) Internal Controls (IC) Center of Excellence (COE) leadership team in the monitoring and analysis of complaints to understand trends and root cause as well as to provide insights to process improvements, system enhancements and/or policy/procedure changes to mitigate the recurrence of complaints. The Root Cause Leader will lead a team of analysts in documenting key findings and preparing relevant Key Performance Indicator ("KPI") data for management as well as provide feedback on trends and teammate educational gaps. The Root Cause Leader will be a critical link between the process and product owners and the Complaint Program, brining to light impacts to our customers and Teammates.

Core Duties:

  • Review and report results of ongoing monitoring and analysis of all complaints, including those received and responded to by our third party service providers, to understand potential trends and challenges.
  • Provide detailed complaint analysis and reporting to management and applicable committees/forums. Bring insights and potential solutions forward for significant items or potential issues when identified.
  • Work with partners and stakeholders to implement process improvements, update policies and procedures, and/or update system settings and parameters to mitigate future complaints.
  • Support the design, implementation and execution of automation complaints reporting through operational  risk assessment (development of PET fields, dashboards, trend reporting, and SOP documents etc.).
  • Ruthlessly prioritize efforts to make the largest impact to complaint volume while managing risk to the organization. 
  • Partner closely with Data Analytics, Machine Learning and Testing functions to ensure proper measurements of complaint performance is done to provide accurate insights. 
  • Provide adhoc analyses and/or research issues as requested
  • Know and support company and departmental procedures; regularly review and ensure that specialists follow procedures, process flows and guidelines.
  • Champion and lead change in department / functional area by supporting others through the phases of change, communicate positively and consistently through the change
  • Stay abreast of operational processes and the ever-changing regulatory environment.


  • Dealing with Ambiguity
  • Decision Quality (Problem Solving)
  • Process Management
  • Interpersonal Savvy
  • Presentation Skills
  • Drive for Results
  • Time Management
  • Functional/Technical Skills
  • Strategic Thinking

Prerequisite Knowledge and Proficiencies:

  • Strong analytical and deductive reasoning skills.   Ability to problem-solve, reviewing and analyzing data, look at the details while keeping the big picture in mind.  Validate sources of information, 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 findings. 
  • Natural sense of curiosity and developed skills for asking questions to uncover the hidden factors in problems and why those exist.  Ability to translate those insights into measurable steps for improvement of those problems. 
  •  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 and knowledge of multiple functions within the Global Operations organization.  
  • Demonstrated thorough knowledge of PayPal services and products.
  • 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 other business units.
  • Advanced proficiency in Microsoft Excel with Intermediate skills in other Microsoft Office products (Outlook, Visio, Word, PowerPoint, SmartSheets).


  • 5+ years relevant experience in Leadership, Root Cause, Six Sigma, Risk Management or other related fields
  • 1+ years of relevant experience with banking laws/regulations

Educational Requirements:

  • BS/BA Degree or educational equivalent

Physical Requirements

  • This position requires sitting, typing and repetitive motions.

Our world-class culture is something we’re proud of.  We’re committed to creating a thriving and inclusive workplace with great benefits including:

  • Excellent medical and dental benefits that start day one.
  • Competitive salary.
  • 401k match and employee stock purchase plan.
  • Generous PTO and sick time policies
  • Ongoing training, tuition reimbursement and support to help you realize your full career potential.
  • Give back to local communities through our many fundraising and volunteer opportunities.
  • PayPal’s sabbatical program provides four weeks of paid time off after every five years of service.
  • Active social groups, onsite events, onsite gym, cafe, games and arcade rooms, relaxation zones and so much more!

Position Scope Details:

The above listed statements are intended to describe the general nature of work being performed within the role.  They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviors or expectations for which one may be measured upon within the performance review process.  Employees will be required to follow any other job related instructions and to perform any other job related duties requested by their leader.  Additionally, individuals need to be able to work any shift within a 24 hour period Monday through Sunday.

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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