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Sr. Director, Collections in Chandler at PayPal

Date Posted: 7/2/2020

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 305 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, Inc. is seeking a Collections Senior Director of Portfolio Operations. This role requires seasoned leadership and judgment in partnering with key PayPal stakeholders to coordinate strategic opportunities and ongoing relationship advancement. The ideal candidate is strategic in their understanding of the role and has the vision and ambition to optimize performance. The successful candidate will be passionate, highly committed, and driven. They will inspire great customer experience and deliver on the business strategic objectives. They have a proven track record of leading, transforming, and influencing within a large organization of a highly motivated and successful team. The PayPal Global Collections team is responsible for ensuring the integrity of our revenue stream, allowing the business continued growth and market expansion. The primary objective is to reduce loss and collection expense globally. The Senior Director of Collections Portfolio Operations for PayPal will oversee key partnership relationships and first party suppliers in an effort to minimize exposure to loss while also protecting the brand.

Collection Results

  • Pre-delinquency strategies that minimize future exposure to risk and improve customer experience
  • Pre/post charge off collection results - roll rates, liquidation rates and charge off recovery rates
  • Strategic initiatives aimed at reducing charge off losses  
  • Strategic initiatives aimed at reducing collections expense
  • Identifying opportunities to improve contact rates, payment rates
  • Identifying opportunities to improve controls and productivity through product enhancements/automation
  • Partnering with business units globally to increase communication, coordination, and planning

Vendor Management

  • Productivity, quality, and effectiveness of any vendors used to support our collection efforts
  • Managing first party collection agency partners in multiple countries
  • On-site due diligence audits ensuring appropriate levels of training and adherence to contract terms…
  • Regularly scheduled call quality/monitoring sessions and management of customer escalations, disputes…
  • Expense management
  • Ensuring adherence to PayPal’s IT/IS requirements, protecting our customer information

Quality/Operations Excellence

  • Ensure adherence to our Policy and Procedures globally
  • Inventory management and controls to ensure accounts step through entire collections process
  • Customer experience – ensuring delinquent customers receive a fair, timely and consistent resolution
  • Identifying opportunities to leverage product enhancements to increase production, strengthen operational controls to ensure flawless execution of our collection’s treatment
  • Internal/external quality assurance to ensure compliance with internal policies as well as all relevant state/federal and country specific collection laws


Critical core competencies for successful performance in this role are:

  • Ability to manage influence through persuasion, negotiation, and consensus-building
  • Strong empathy for customers/partners AND passion for loss mitigation prevention
  • Deep understanding of Collections operations & risk; how to advance strategy through business insights, testing, analytics…
  • Familiarity with traditional collections metrics
  • Familiarity with traditional collections strategies, tools, and technology
  • Must be able to analyze and use risk data to break down operational processes, identify opportunities and make recommendations to improve losses, expenses, and controls
  • Experience managing/working with groups remotely is important
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent written and verbal communication skills
  • Demonstrate critical thinking skills, learn quickly, and thrive in a fast-paced work environment
  • Apply articulate thought leadership
  • Gain and maintain senior leadership trust
  • Navigate ambiguous situations successfully
  • Manage and execute complex projects
  • Drive strong financial discipline and operational efficiency
  • Develop and finalize executive presentations
  • Facilitate dialogue across multiple business units, functions, geographies, business partners and Centers of Excellence
  • Business acumen
  • High degree of emotional intelligence and discretion
  • Strong personal values, i.e., personal integrity and acting in good faith
  • Executive level scope and vision to drive timely decisions and deliver sustainable results at scale
  • Good judgment
  • Collaborative team player
  • Agile and flexible
  • Highly analytical, well organized, self-driven leader with solid business planning experience


  • 20+ years management/leadership experience in large scale collections environment (consumer & merchant loans)
  • 15+ years’ experience in collections supplier/vendor management
  • Strong payment processing, digital payment methods and financial services/credit experience.
  • International collections experience preferred
  • Proven experience in teaming up with business professionals with responsibilities to meet and exceed financial targets
  • Experience in an environment where cross-functional collaboration is essential to accomplishing goals and objectives.
  • BA/BS degree in Business or related field
  • Willingness/ability to travel as required

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