Manager, Production Support in Vancouver - Howe Street at PayPal

Date Posted: 5/30/2019

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 277 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 Manager of Production Support is a key leader of the Hyperwallet Command Center and larger service delivery organization and will be responsible for ensuring the high availability of systems utilized by internal and external users. The Manager of Production Support will participate and assume the role of Incident Manager during all incidents while handling executive level status updates. The person will manage a team that supports Hyperwallet’s corporate clients and ensure that the client’s SaaS inquiries and requests are responded to within published SLAs. They will work closely with the Company’s Account Management, Implementation, Payment Operations, Customer Support, Development, Information Technology, and Reporting departments as necessary to ensure all clients receive fast and accurate answers and/or resolutions to incoming inquiries and requests.  This position is ideal for an articulate, detailed, and restorative individual who enjoys working in a dynamic environment while investigating sources of issues and coming up with different ways of solving or approaching a problem. The position is based in Vancouver, BC and will require a full-time in-office presence.  In addition, position requires a candidate to be available for incidents/escalations occurring outside of normal business hours.

The Manager of Production Support is a key leader of the Hyperwallet Command Center and larger service delivery organization and will be responsible for ensuring the high availability of systems utilized by internal and external users. The Manager of Production Support will participate and assume the role of Incident Manager during all incidents while handling executive level status updates. The person will manage a team that supports Hyperwallet’s corporate clients and ensure that the client’s SaaS inquiries and requests are responded to within published SLAs. 

They will work closely with the Company’s Account Management, Implementation, Payment Operations, Customer Support, Development, Information Technology, and Reporting departments as necessary to ensure all clients receive fast and accurate answers and/or resolutions to incoming inquiries and requests. This position is ideal for an articulate, detailed, and restorative individual who enjoys working in a dynamic environment while investigating sources of issues and coming up with different ways of solving or approaching a problem.

The position is based in Vancouver, BC and will require a full-time in-office presence.  In addition, position requires a candidate to be available for incidents/escalations occurring outside of normal business hours.

Key Responsibilities and Accountabilities 

  • Provide direct supervision over the Application and Enterprise Support team and monitor and manage support queues on a day to day basis to ensure a high level of client satisfaction.
  • Assume the role of Incident Manager during all incidents; ensuring Incident Reports are created and published as necessary; Assigning any subsequent problem management tasks identified during an incident.
  • Own internal stakeholder & executive level communications within the company on client impacting issues.
  • Responsible for goal setting and performance management of direct reports and the overall performance of the Application and Enterprise Support team.
  • Oversee continuous improvement of support knowledge base repositories to ensure all processes and procedures are documented in a clear and concise manner and that periodic reviews of documentation are conducted.
  • Periodic review of Application and Enterprise Support department controls and policies and procedures to ensure they are accurate and current
  • Provide ongoing internal reporting of performance measurements and service levels.
  • Perform other related duties to ensure client service satisfaction.

Qualifications

  • Bachelor’s Degree.
  • ITIL Foundation V3 certification.
  • 3+ years of team management experience.
  • 2+ years of incident management experience.
  • Strong Customer Service experience of 5+ years.
  • 5+ years’ experience supporting a SaaS environment.
  • Highly disciplined and able to identify the critical paths and prioritize accordingly.
  • Thrives in a fast-paced, dynamic environment.
  • Excellent verbal and written communication skills; second language an asset.
  • Available to work flexible shifts; including weekends and statutory holidays.
  • Experience with web-based technologies such as HTML, XML, API.

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.

R0045699