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Senior Director - North America, Customer Solutions in Omaha at PayPal

Date Posted: 12/17/2018

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 254 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.

At PayPal, we put people at the center of everything we do. The Senior Director Customer Solutions (CS) is responsible for leading a team of leaders, Merchant and Customer Service representatives across multiple centers and geographies. The role is responsible for developing strategies to grow revenue, maximize efficiencies and deliver exceptional service to our customers. Equally important, the Sr. Director CS is accountable for building an inclusive culture where proactive customer care is seamlessly and thoughtfully delivered.


  • Builds a culture that elevates customer experience, the voice of the customer and drives innovation throughout the organization to create profitable, sustainable growth (living by the mantra: our customer’s success is our success).
  • Creates an inclusive and trusting work environment and culture where everyone is motivated to perform at their highest level while bringing the best of themselves to work
  • Shapes and leads the culture of the Omaha site – this includes community partnerships, site culture and events as well as employee wellness, inclusion and support.
  • Develops and executes on PayPal’s business strategy in alignment with business needs
  • Demonstrates strategic agility to provide feedback to management regarding necessary change in direction as well as recommended changes in policies, resources, upgrades and issues
  • Communicates and clarifies the goals and expectations of the region.
  • Collaborates with global leaders on ideas for improvement, implementing strategy and plans, adjusting processes and providing leadership guidance to the team
  • Establishes global relationships with other leaders and business units, and support groups, throughout the organization, to ensure excellent information flow and feedback on impacts of process, policy and product changes
  • Anticipates trends and patterns, acts quickly to change course and maintains momentum towards reaching established goals
  • Serves as point of contact for specific site related initiatives and plans. This includes determining timing, resources available as well as rollout and impact for small, medium and large scale project items
  • Recognizes the need for and lead through change management initiates while maintaining and driving engagement

Preferred Qualifications

  • Ability to question, challenge and extract ideas that may be transformational
  • Track record of building an inclusive, innovation-minded culture at scale
  • Demonstrated sustainable and repeatable strong results using initiative & foresight
  • Proven experience creating a vision and passion to achieve world-class customer support performance
  • Ability to develop and manage multiple initiatives/projects independently and work in a fast-paced environment with minimum supervision required and with minimal resources
  • Ability to quickly adapt to rapidly changing environments while serving as a steady and trusting point of continuity for their team
  • Ability to use and analyze complex data streams to understand trends and shape strategy decisions
  • Ecommerce, banking industry, Internet company, financial institution or transaction processor experience preferred

Job Requirements

  • 15+ years of business experience within Customer Experience, Customer Care or other related area to support of re-engineering culture, business transformation, continuous improvement and productivity
  • Must show proven people management skills (minimum 3 years)
  • Strong PC applications skills including Microsoft Office suite (required), Salesforce
  • Proven collaborative working style amongst diverse functions, regions and cultures
  • BA/BS or equivalent work experience required.
  • Master's Degree or equivalent experience preferred
  • Ability to travel up to 40%

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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