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Sr. Manager, Knowledge Management in Chicago at PayPal

Date Posted: 11/20/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Chicago
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/20/2020
  • Job ID:
    R0060760

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.

We are seeking an experienced leader in content strategy and knowledge management to join our Developer Experiences team. As Manager, Content Management, you’ll lead the contribution, organization, strategy and delivery of PayPal, Inc.’s product documentation on the developer portal. In this role, you’ll manage a team who will evaluate, optimize and scale content on the site, supporting Product, Design, Writing and Engineering teams in development and deployment. You’ll manage and oversee contribution of content by internal SMEs and oversee internal/external communications to our developer community across markets and segments.

PayPal Introduction

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.

Developers and technical experts are crucial to the integration of PayPal products and therefore the revenue generated through these products. Global Professional Services organization is focused on creating programs and resources that enable internal and external developers to build seamless and secure checkout experiences that are optimized for conversion.

Job Background

We are seeking an experienced leader in content strategy and knowledge management to join our Developer Experience team. As Sr. Manager, Knowledge Management, you’ll lead the strategy, organization, and delivery of PayPal, Inc.’s product documentation on developer.paypal.com. In this role, you’ll manage a team who will evaluate, optimize, and scale product documentation and the processes to create it. You’ll work with a cross-functional team of Content Strategy, Contribution Strategy, Technical Writing, Design, Engineering, Product Management, and Program Management to deliver a best-in-class developer experience. To be successful in this role, you’ll need to champion curiosity, manage change thoughtfully, and build strategic alignment across teams and functions.

Responsibilities

Knowledge Management & Content Strategy

  • Own and support the development of a global content strategy and information architecture for product documentation across PayPal and its subsidiaries.
  • Evangelize practices and approaches that grow a knowledge-sharing community within PayPal that's as diverse as our customers.
  • Promote and socialize a model for creating product documentation that relies on subject-matter experts (SMEs) writing content.
  • Identify, drive and track key performance metrics in alignment with Developer Experience goals and company priorities.
  • Lead team roadmap development and prioritization strategy and stay in close contact with leadership to ensure alignment.
  • Build relationships and drive strategic planning, collaboration, and communication with cross-functional teams (Product, Engineering, UX, Support, Integration, Sales, Marketing) and external customers.
  • Leverage developer feedback, web metrics, UX, SEO, and content best practices to optimize content on developer.paypal.com.
     

People Management 

  • Lead with empathy, transparency, and adaptability.
  • Support initiatives that promote more inclusive, equitable, and diverse teams.
  • Handle escalations on the team’s behalf and provide context and perspective to help navigate challenging situations.
  • Mentor direct reports. Take an active role in their development and promote their work within the org and across PayPal.
  • Advocate for the team’s needs and promote a healthy work/life balance.
  • Excel in all aspects of management: expectation setting, goal setting, performance evaluations, development planning, coaching, delegating, team building, advocacy, hiring, and retention.

Basic Requirements

  • Relevant experience ­– 7+ years’ experience in managing teams in any of these areas: developer documentation, technical writing, knowledge management, content strategy, website delivery and management, or related field. Experience leading information architecture and/or SEO for a complex set of technical content is highly desirable. Clear track record of developing others’ skills and strengths.
  • Systems thinker – Recognize interconnectedness and dependencies in complex systems. Advocate holistic viewpoints and solutions. Connect ideas and people in new ways.
  • Change agent – Inspire and influence others to think differently, solve problems, seize opportunities and hold themselves and others accountable.
  • Agile leader – Thrive in pressure-filled situations while driving productivity and high-performance. Successfully manage multiple conflicting priorities and challenges.
  • Writing and communication skills – Excellent writing and editing skills. Fluent written and spoken English (second language desirable). Ability to speak developer’s language. Use effective verbal and written communications to align teams, encourage collaboration and innovation, and solve problems.
  • Data driven – Demonstrate experience using  data to identify needs, drive successful outcomes, and promote those successes. Show how work supports organizational and company goals.
  • Software experience – Past experience with the following technology is highly desired: GitHub, Markdown, Confluence, Jira, Clarizen, Google Analytics, Amplitude, industry-standard technical writing tools and environments. Software development skills a plus.
  • Minimal travel – Less than 25% travel expected for the position (once COVID travel restrictions are eased).
  • Cover letter and work samples 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 paypalglobaltalentacquisition@paypal.com.

R0060760

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