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Sr. Director, Global Technical Services in San Jose at PayPal

Date Posted: 7/12/2020

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 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.

Leader to drive new processes and tools to PayPal’s Global Merchant Technical Services (MTS) team who provide technical support for the businesses who use PayPal. This leader will help define the next generation of capabilities that will transform this critical customer-facing team, enabling PayPal to compete in the ever evolving-changing business climate. We seek a leader who can strike the right balance of partner, innovator, leader and coach. The successful leader will guide the maturation of the MTS team to continue to grow and scale technical services across all PayPal branded businesses – current and future that will: • Drive a customer centric approach to support services • Empower the team to continue to learn and grow their technical skillset • Deliver strong customer-facing experiences, from first touch to total resolution. • Metrics and data-driven approach to continuous improvement We seek an experienced customer support & service leader who has demonstrated expertise in technical support and preferably who has led transformations. We seek a leader who has experience in customer-facing servicing at a global scale. One who understands the nuance of leading, managing, guiding and influencing. A leader who understands that we are in results business and outcomes matter.

The Senior Director of Merchant Technical Services (MTS) will deliver a modern, scalable team and platform that will enable PayPal’s growth. The successful leader will be seen as promoting customer centric innovation, be data driven and be a trusted partner.

Key responsibilities include: 

  • Customer-Centric Partner:  Be the voice of our technical customer care as the main leader who services all businesses on PayPal. In a technology-enabled organization, the staff exists to service the needs of our customers, within the constraints of the business.
  • Trusted Technology Leader: Serve as on-the-ground technical leader for the MTS team and partner with the Product Development leadership as well as the other Customer Services teams. Demonstrate the ability to navigate internal networks, build internal consensus and lead from all dimensions as necessary.
  • Strategic Thinker and Innovator: Bring outside-in thinking to the organization, highlighting industry trends that should be considered and evaluated. Act as an innovator, disruptor and executioner in informing and driving all aspects of our MTS technical strategy.
  • Data Driven Mind-Set: Develop a data driven mind-set that is focused on leveraging data to understand how to deliver service excellence to our customers.
  • Lead-Manage-Coach the team: Be a dynamic leader who can instill PayPal’s values into the team and can guide-develop this team to be a high-performing team that deliver the desired business results in a manner keeping with our culture.

The ideal candidate has proven experience in transforming customer support teams at scale in a fast-paced environment; applying strong technical, consultative skills, including business acumen, customer empathy, and the ability to influence and partner. This person thrives in a dynamic, global, fluid, matrix environment and is results-focused.  History in leading change and transformation with positive outcomes.


Proven ability to:

  • Develop a customer centric organization
  • Gain and maintain senior executive trust
  • Develop and implement a sustainable strategy
  • Navigate ambiguous situations successfully
  • Manage a large, global organization
  • Facilitate dialogue across multiple business units, functions, geographies, business partners and Centers of Excellence
  • Bachelor’s degree required; Graduate degree is highly desirable.

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



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