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Sr Manager, Information Technology in Vancouver - Howe Street at PayPal

Date Posted: 2/26/2019

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 267 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.

The Senior Manager, Production & Payment Operations is responsible for ensuring payment application availability and successful payment processing through continued analysis of team processes and performance indicators. The person will strategically lead two teams who are responsible for monitoring and managing payee funding processes, directly supporting Hyperwallet’s corporate clients, and ensuring that the client’s inquiries and requests are responded to within published SLAs. A successful candidate will implement and use incident and problem management practices and provide governance over all incidents impacting service to clients and the subsequent problems identified while managing incidents. The person will build and/or enhance problem management processes to track issues, and work with necessary teams for solutions to those which become recurring. He or she will work closely with the company’s Client Care, Technical Implementation, Customer Support, Development, Information Technology, Product, and Business Intelligence departments as necessary to ensure successful service delivery to clients. The position is based in Vancouver, BC and will require a full-time in-office presence. In addition, the position requires a candidate to be available for incidents/escalations occurring outside of normal business hours. Key Responsibilities and Accountabilities • Provide strategic leadership over the Manager of Production Support and Manager of Payment Operations to align the policies and processes working in each team, ensuring scalability. • Inspire and coach employees on accomplishing strategic and operational goals and related tasks. This includes leadership related to recruiting, selecting, training and motivating employees, developing and executing strategic operations plans, as well as managing employee performance. • Develops and ensures Key Performance Indicators (KPIs) are clearly defined, measured regularly and achieved. • Correlate problems with the product roadmap. • Advocate for the availability of the Production and UAT environments during internal CAB or other related change planning meetings. • Assist the acting or assume the role of Incident Manager during incidents; ensuring Incident Reports are created and published as necessary; Assigning any subsequent problem management tasks identified during an incident. • Responsible for goal setting and performance management of direct reports and the overall performance of the Production Support and Payment Operations. • Perform other related duties to ensure client service satisfaction. Qualifications • Bachelor’s Degree and ITIL V3 Certificate • Strong Customer Service experience. Preferably 7+ years. • Skilled in various research methodologies and can balance the information gathering and human resource aspects of strategic business analysis. • 5+ years’ experience supporting a SaaS environment • Highly disciplined and able to prioritize accordingly. • Thrives in a fast-paced, dynamic environment. • Excellent motivational verbal and written communication skills; second language an asset. • Available to work flexible hours; including weekends and statutory holidays • Experience with web-based technologies such as HTML, XML, API.

The Senior Manager, Production & Payment Operations is responsible for ensuring payment application availability and successful payment processing through continued analysis of team processes and performance indicators.

The person will strategically lead two teams who are responsible for monitoring and managing payee funding processes, directly supporting Hyperwallet’s corporate clients, and ensuring that the client’s inquiries and requests are responded to within published SLAs. 

A successful candidate will implement and use incident and problem management practices and provide governance over all incidents impacting service to clients and the subsequent problems identified while managing incidents.

The person will build and/or enhance problem management processes to track issues, and work with necessary teams for solutions to those which become recurring.

He or she will work closely with the company’s Client Care, Technical Implementation, Customer Support, Development, Information Technology, Product, and Business Intelligence departments as necessary to ensure successful service delivery to clients. 

The position is based in Vancouver, BC and will require a full-time in-office presence.  In addition, the position requires a candidate to be available for incidents/escalations occurring outside of normal business hours.

Key Responsibilities and Accountabilities 

  • Provide strategic leadership over the Manager of Production Support and Manager of Payment Operations to align the policies and processes working in each team, ensuring scalability.
  • Inspire and coach employees on accomplishing strategic and operational goals and related tasks. This includes leadership related to recruiting, selecting, training and motivating employees, developing and executing strategic operations plans, as well as managing employee performance.
  • Develops and ensures Key Performance Indicators (KPIs) are clearly defined, measured regularly and achieved.
  • Correlate problems with the product roadmap.
  • Advocate for the availability of the Production and UAT environments during internal CAB or other related change planning meetings.
  • Assist the acting or assume the role of Incident Manager during incidents; ensuring Incident Reports are created and published as necessary; Assigning any subsequent problem management tasks identified during an incident.
  • Responsible for goal setting and performance management of direct reports and the overall performance of the Production Support and Payment Operations.
  • Perform other related duties to ensure client service satisfaction.

Qualifications

  • Bachelor’s Degree and ITIL V3 Certificate
  • Strong Customer Service experience. Preferably 7+ years.
  • Skilled in various research methodologies and can balance the information gathering and human resource aspects of strategic business analysis.
  • 5+ years’ experience supporting a SaaS environment
  • Highly disciplined and able to prioritize accordingly.
  • Thrives in a fast-paced, dynamic environment.
  • Excellent motivational verbal and written communication skills; second language an asset.
  • Available to work flexible hours; including weekends and statutory holidays
  • Experience with web-based technologies such as HTML, XML, API.

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.

R0042517