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UX Tools Operations Manager in Conshohocken at PayPal

Date Posted: 9/14/2020

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 325 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.

As a UX Tools Operations Manager, your primary mission is to ensure that our Global Design team of UX researchers and designers have the best tools for their work in delivering amazing experiences for our customers. You will be part of the newly formed UX Operations and Practice team. This role includes contract negotiations with external vendors as well as internal security and compliance requirements plus vendor on-boarding. It includes regular assessments of tool capabilities and keeping an eye on new UX tools on the market while also developing and updating documentation, standard operating procedures for users and admins. It means making sure that our team members have the access and tech support they need while managing licenses to stay within contract guardrails and on budget. While your primary stakeholder is the Global Design team, you will also collaborate and connect with the broader product and technology teams to understand needs and gaps to make our work more efficient. PayPal Design is a highly collaborative team and our tools need to support this cross functional collaboration. You have a deep understanding of what it takes to foster a well-organized ecosystem of digital tools. You enjoy working with people and helping them solve problems under tight timelines. You have a demonstrated ability to communicate effectively at all levels of an organization while also building partnerships as you go. You are a naturally curious creative thinker and love to find efficiencies in any process. You are an independent self-starter but also thrive in a team environment. You have an understanding of Design Thinking as well as Design Research that you can leverage in your evaluation and support of UX tools and you believe organization and Excel spreadsheets are a thing of beauty.

Responsibilities:

  • Oversee all vendor negotiations, third party management, installations, migration, budget planning, licensing, training, tech support, maintenance, upgrades and new tool on-boarding and internal compliance requirements.
  • Consolidate definition and documentation of standard operating procedures and ensure privacy and legal compliance in using UX tools and Customer Experience Research Center (CERC) equipment.
  • Build out training and how-to documentation for UX tools and CERC equipment in a unified repository.
  • Provide technical support and expertise in managing and upkeep of CERC equipment, research field kit equipment, and UX tools.
  • Keep CERC systems and UX tools compliant and upgraded with latest releases, partnering with internal IT team and specialized software/hardware vendors.
  • In partnership with UX Operations team, develop ongoing assessments and channels to gather feedback from users.
  • Collaborating with UX Operations and Practice team as needed.

Requirements:

  • 8+ years experience in Procurement,  Research Operations or Design Operations.
  • Bachelor’s or Master’s Degree in a Design, Computer Science, HCI, Operations or related field.
  • Knowledge of Infosec requirements and SSO integrations to facilitate integrations of new software to enterprise.
  • Adept at troubleshooting technical issues and pulling in IT for enterprise support.
  • Passion for user experience and UX operations.
  • Experience presenting to and effectively advising senior management.
  • Experience in a customer-centric, insights-driven design environment.
  • Experience with Design and UX Research tools ideal but not 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.

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