Senior Product Manager- Strategy in San Jose at PayPal

Date Posted: 7/29/2019

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 286 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.

We are reinventing Customer Service at PayPal to help make our services effortless, accessible and essential for today’s customers and to fuel our goal of serving billions of people around the globe. We are creating effortless experiences by being a customer champion in everything we build and deliver to attract, empower, enable and engage people on our platform. We are daring to innovate and committed to partnering across the company to shift from transactional to relational service and to deliver our services consistently with quality and care because we value each customer as if they were our only customer. We are seeking an experienced Lead Product Strategist who will be developing the strategic direction and business plans for mutiple product lines in our Customer Service portfolio based on drivers (business and technology) and industry trends and best practices. You will closely partner with business, product management domain experts, engineering teams and use your broad range of strategy and structured problem-solving skills to define, evolve and drive transformational change in the organization. The successful candidate will have prior experience developing data-driven strategies for technology companies, whether through work in strategy consulting or a product management role. It is critical that this person possess a high comfort with ambiguity, strong problem structuring skills, analytical acumen, and solid communication skills. The ideal applicant will also have experience working within the product development process, the ability to establish credibility with product and engineering leaders, and an understanding of operational and go-to-market implications of their strategy recommendations.


  • Develop a 3-5 year forward looking Product Strategy for PayPal’s Customer Service Product Portfolio

  • Create a deep understanding of our Internal and External Customers – Consumers, Merchants and Teammates

  • Analyze current customer experiences to define friction points and create seamless and effortless experiences.
  • Define Customer Personas, deliver customer journey maps (Current and Envisaged Future State) along with capability recommendations
  • Conduct assessments of various product lines, including interviewing, conducting focus groups and facilitating workshops with various business, product, architecture and engineering stakeholders Identify issues/aspirations, develop hypotheses and execute analysis—translating data into meaningful insights
  • Conduct research/analysis on industry trends, competitive offerings, build vs buy vs partner evaluations and industry best practices
  • Build a pipeline of long-term innovations and opportunities based on drivers, requirements, market size, revenue, margin and growth potential Develop business cases for futuristic capabilities and innovations identified
  • Develop go-to-market strategy for customer service product offerings
  • Develop methodologies, best practices and offer guidance to newly acquired subsidiaries on their customer service capabilities
  • Author articles, whitepapers and content on customer engagement best practices and publish these to reputed online forums and present in industry conferences
  • Acquire and build deep domain expertise in the areas of self-service, omni-channel and customer journey capabilities. Also demonstrate a keen understanding of granular capabilities such as case management, content management, customer identification and authentication
  • Serve as a Business Architect to Product Teams leveraging practices like BIZBOK
  • Build trust and effective relationships with peers/cross-functional teams and provide leadership across the product, group and division

Required qualifications:

  • Bachelor’s degree in Computer Science or Engineering, MBA is a plus
  • 4-6 plus years of management consulting experience, 4 plus years of product management experience
  • Strategic thinker with a balance of execution
  • Exceptional structured problem-solving and analytical skills; expert in synthesizing information based on various types of raw data
  • Self-starter with an entrepreneurial mindset
  • High level of comfort with ambiguity, independence, tenacity, willingness to take on new challenges and responsibilities
  • Effective verbal and written communication ability and comfortable around senior business and technical leaders
  • Proven ability to quickly become an expert in specialized domains and product lines and leadership to drive change

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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