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RNP Enablement Program Leader in Omaha at PayPal

Date Posted: 1/29/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Omaha
  • Experience:
    Not Specified
  • Date Posted:
    1/29/2019
  • Job ID:
    R0041717

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.

The RNP Merchant Services Enablement Program Leader will be responsible for driving key activities for strategic RNP programs to build differentiated merchant services and enhance merchant RnP performance and experience. The key guiding activities for this role will include but not limited to: - Define merchant differentiated service strategy and plan based on merchant segments. - Lead the execution of segment and relationship-based service programs. - Identifying E2E merchant RnP enhancement opportunities to create Effortless Customer Experiences - Defining performance metrics, goals and ways of measurement to evaluate the efficiency and quality of all value-added services for both RnP teams and merchants. - Support rules and data-based management to monitor the efficiency and quality of merchant engagement and provide enhancement direction to meet goals and continue to raise the standard. - Develop servicing strategies that capitalize on the RNP location strategy to meet local market business needs and foster a One Team mindset. - Ideate and execute on strategies that foster talent and leadership development. - Provide analytical support to use data and technology to service merchant resolutions - Partner with RnP merchant service teams, account management teams, RnP policy team, data and product teams to provide solutions for the merchants.

Job Description

  • Will drive key activities for large corporate priorities including Titanium and other Merchant Services and Experience Initiatives.
  • Will take point and lead Segmentation initiatives along with RNP Strategy, the Line, CS, BS and all Risk teams to ensure RNP Services alignment.  Will also have responsibility for stakeholder management in this project as well as developing key success indicators for treatment differentiation.
  • Provide strong analytical support of RNP data for the purpose of presenting data to provide business cases, headcount and strategy justification and decision making.
  • Leverage data and data resources to make business decisions and analyze impacts of initiatives, products, projects and analyst work.
  • Will engage with CRS and MRM on workflow, process and policy changes to ensure downstream impacts are accounted for in RNP.
  • Responsible for collaborating with all ops departments and the business units on ideas for improvement, implementing strategy and adjusting processes which will meet the objectives of the RNP and Merchant Services businesses.
  • Responsible for collaborating directly with RNP Strategy to ideate, manage, evaluate and launch strategic Resolutions and Protections Initiatives, including KPI and Success monitoring.
  • Responsible for developing and delivering executive level presentations surrounding strategic initiatives and results.
  • Manage and report status on projects. Ensure timely and accurate completion.
    Ensure adherence to agreed product feature project management methodologies and quality procedures.
  • Provide insight to the product managers in their development and delivery of new product features to the customer base.
  • Provide all information needed by PayPal Training, Content & UAT to facilitate the education of new features and system changes.
  • Assess impacts of new products to the Operations teams as well as the RNP Merchant Experience and ensure the Line is prepared to service them.
  • Drive the implementation of feature requests and ideas submitted through feedback and business case creation and tracking.
  • Work with all counterparts to prioritize projects according to business priorities to drive enhancements that improve the customer and teammate experience.
  • Review contact tracking and other feedback mechanisms for spikes in contacts or as a reference to areas that may need improvement to reduce contacts and make recommendations for changes and improvements.
  • Engage with Legal and Compliance as appropriate to ensure products, processes and policies are adhering to applicable Consumer Protection Laws and Regulations.
  • Work with Internal Audit and SA&E on Self-Reported and Detected vulnerabilities in any of our products, processes or polices on remediation.
  • Communicate to all appropriate constituencies regarding new features that will impact the business, including all applicable PayPal Services facilities.
  • Establish relationships with managers throughout the organization to ensure excellent information flow and feedback on impacts of process, policy and product changes.
  • Lead special projects and incident management including Customer Remediation as needed and perform other duties as assigned.
  • Lead migration efforts for work moving into RNP or across geographies.
  • Work is generally self-directed and guided by workflow and project requirements.

Job Requirements:

  • Fluent in English.
  • Bachelor’s Degree or equivalent work experience, MBA is a plus.
  • 3-4 years of logical thinking with strong and solid business analytics, product and program management skills
  • Self-starter who can work in a fast-paced, entrepreneurial environment and is adept to change
  • Have a passion for “digging into” data, which surpasses what a variable in a field tells you is the answer.
  • Strong attention to details with the right level of details for different audience. Keeps excellent documentation
  • Excellent organizational, communication (written and oral), and interpersonal skills
  • Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results
  • Strong working knowledge of external systems, PC based internet and software applications (The Internet, Microsoft Office - Outlook, Word, and Excel)

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.

R0041717

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