Program Manager, EMEA Employee Services in Dublin at PayPal

Date Posted: 7/21/2019

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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 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.

PayPal’s Program Manager for Employee Support Services in the EMEA Region is responsible for program leadership, strategy, and operations of the internal and external components of PayPal’s service operations within the region. As a part of this, you will have day-to-day responsibility for the HR outsourcing partner model and relationships for the region, and service as the escalation point for our internal stakeholders. Strong collaboration will be required across regions to ensure we drive a consistent employee experience. This role requires knowledge of the end to end employee lifecycle, and how best to get things done across partners and the user audience within a collaborative and dynamic global structure. The Regional Program Manager will report directly to the Global Employee Support Services Leader, collaborate closely with peers in all regions and partner closely with our HR outsourcing partner.

Job Description:


  • Drive the day-to-day management and compliance for the region’s employee support services, working collaboratively with cross-functional partners and our HR outsourcing partner
  • Participate in operational governance meetings
  • Develop strong relationships with cross-functional stakeholders and across business entities both in person and remote environments
  • Explore opportunities that drive value for both parties and our PayPal’s employees – i.e. our customers.
  • Partner with business leaders and business units to educate, understand our customer’s needs, and drive service adoption in the region
  • Ensure regional/local processes are aligned to PayPal’s global standard operating model
  • Ensure regional service level objectives are achieved and day-to-day escalations are managed
  • Provide appropriate escalation, anticipate and make delivery trade-offs, balance business requirements versus technical constraints, and maximize the business benefit from the program
  • Collaborate with our HR outsourced partner in the design, implementation & operationalization of new policies, processes, tools etc. as the outcome of the local initiatives
  • Sign off the process documentation on regional level (process flows, local procedures, escalation matrix etc.)
  • Actively identify, track, and manage issues, risks for the region, while demonstrating consistent follow-through
  • Look for opportunities for continuous improvement and drive implementation of efficiency and effectiveness improvement for processes
  • Understand and apply policies, standards and practices established for third party management at PayPal
  • Region’s point of contact for audits and requests from PayPal’s Second Line and Third Line of Defense

Core Competencies

  • Strong vendor/third-party management skills
  • Ability to collaborate effectively across functional areas at all levels in the organization
  • Demonstrated skills needed to develop, socialize, and roll out efficient and effective customer centric end-to-end programs and processes
  • Proven track-record instituting and managing outsourced partner relationships through all phases, from concept to program launch and stabilization
  • Ability to establish and build successful working relationships, internally and externally
  • Demonstrated ability to work well with other departments and varying levels of management, both internally and externally
  • Experience with Workday, SalesForce case or similar systems
  • Excellent attention to detail and the ability to deliver results in a very fast-paced and dynamic environment
  • Exceptional analytical and problem-solving skills, and experience applying these skills to resolve issues and think strategically
  • Excellent program management skills and ability to manage multiple complex programs simultaneously
  • Demonstrated skills in continuous improvement (e.g. Lean, Six Sigma, Design Thinking)
  • Demonstrated change management expertise
  • Outstanding written and verbal communication skills

Job Requirements

  • A proven track record of success managing employee support program services, including 5+ years in a corporate environment
  • 5+ years of managing the performance of third parties to contracted terms and conditions
  • Human Resources functional experience
  • Program Management experience (PMP preferred)
  • Experience in executing continuous improvement methodologies
  • Financial services/FinTech industry experience preferred

Education Requirements

  • Bachelor’s degree in a related field or equivalent

Travel: 5 - 10%

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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