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Senior Manager for Customer Fairness in London at PayPal

Date Posted: 5/31/2021

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 392 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 Global Consumer Practices team is looking for an experienced and energetic Senior Manager to join its Customer Trust team responsible for overseeing the company’s commitment to delivering products and services in a fair and transparent manner, including compliance with global consumer protection laws prohibiting unfair and abusive acts and practices.


This role, reporting to the Head of Global Consumer Practices Compliance, will join the Customer Trust team. Responsibilities include:

  • Managing the development and implementation of global fairness compliance policies and requirements in markets where PayPal operates
  • Collaborating with Compliance, Legal, and business units to implement processes to ensure fair treatment of customers, especially customers with vulnerable characteristics
  • Serving as a key subject matter expert providing guidance to Compliance and business units on global consumer protection fairness issues
  • Performing reviews of new products and features prior to launch for risks and recommending appropriate controls
  • Reviewing automated model attributes for potential fairness risks in products offered in markets where PayPal operates
  • Monitoring new and emerging global regulatory developments impacting consumer protection, including identifying trends and potential impacts on business activities.
  • Monitoring complaint activity and automated models for compliance with enterprise standards for fairness, as well as global fairness obligations
  • Conducting comprehensive risk assessments of products and services for compliance with global fairness obligations
  • Developing reporting on the status of team activities that will be provided to management
  • Oversight of the development and roll-out of fairness-related global training

Qualifications: Candidates should possess the following qualifications.

  • 7+ years of compliance, consumer protection, banking, or similar experience.
  • Demonstrated subject matter expertise in global consumer protection laws and regulatory expectations applicable to financial services organizations and products, such as Fair Treatment of Vulnerable Customers, prohibitions on unfair and deceptive acts and practices, and similar global obligations.
  • Strong communication and presentation skills; ability to communicate and help non-experts understand applicable requirements.
  • Strong writing skills, with attention to detail and ability to generate original documents.
  • Familiarity with, and strong interest in, financial services technology, mobile and alternative payments, as well as emerging technology.
  • Ability to thrive in a fast-paced, changing environment.
  • Demonstrated ability to learn quickly, manage projects and drive results.
  • Strong computer knowledge; excellent MS Word, Excel, Visio, and PowerPoint skills.
  • Strong reputation for integrity and ethics.
  • Juris Doctorate or equivalent degree preferred.

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