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Sr. Manager - Global Chat Sales Leader in San Jose at PayPal

Date Posted: 5/14/2019

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 277 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.

Lead execution of PayPal’s Inside Sales strategy via Chat and Inbound Telesales platforms to exceed sales targets and deliver great customer experiences. Contribute to future-state strategic planning as part of a global team reporting to PayPal’s Global Head of Inside Sales.

Operational responsibilities

  • Define sales, operational and technical standards for PayPal’s global Chat function and oversee the sales teams who operate Chat.  
  • Team with Marketing, Ops and IT to ensure  PayPal delivers best-in-class Chat capability that drives revenue and results in strong Net Promoter scores. 
  • Drive selling and servicing behaviors that ensure best in class Chat metrics, including driving on-site, real time conversions.
  • Own and manage sales performance by setting targets and KPIs that yield positive results, including Avg Hold Times, Avg. Response Time, Avg. Wait Time and Abandon Rate (among others).
  • Contribute to enhancement of Chat and Inbound Telesales strategy and capabilities to improve sales and Net Promoter scores from PayPal customers who engage via Chat.

Strategic responsibilities

  • Contribute as an executive team member to the Global Head of Inside Sales’ work in developing and driving execution of global long-term and near-term telesales strategies.
  • Work closely with regional sales teams to identify and prioritize target markets, customers, and products that are in line with PayPal’s global Chat objectives and commercial growth strategies
  • Direct resource allocation decisions within the Sales Chat team.
  • Partner with marketing to improve the entire end-to-end customer pipeline from lead generation to account activation, including sharing of customer insights & analytics, streamlined hand-offs for a continuous customer experience, and shared accountability of pipeline performance metrics
  • Drive thought partnership with stakeholders, including Product Teams, to feed customer input from the sales front lines into PayPal’s product strategy and innovation, Product Marketing to drive pricing and marketing insights and Sales Operations to influence sales support and incentive planning

Key Skills & Experience

Top skills based on strategic priorities:

  • Deep experience in developing, leading, and executing a technology and/or payments Chat strategy in a global commercial B2B context
  • Deep insights into the requirements for running Chat – including IT, Operations and Marketing requirements.
  • Exceptional ability to manage day-to-day team performance to meet annual and quarterly targets
  • Experience of working across regions and functional groups to achieve common objectives serve as part of a collaborative, hands-on executive team
  • Strong experience leading teams of newer-to-sales reps to quickly align with vision and mission, and inspirational capabilities to generate energy and enthusiasm on a sales floor.
  • 5+ years previous relevant sales experience

Additional skill requirements:

  • Ability to “see past the numbers” and apply creative concepts to devise solutions
  • Demonstrated record of executing against goals with a true executive mindset (e.g., builds a disciplined environment, knows when to get in the details vs. delegate)
  • Operates with a high sense of urgency and ability to lead multiple projects simultaneously
  • Ability and willingness to travel globally as needed


  • High School Diploma or equivalent


  • up to 50% travel

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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