Director, Business Operations - Consumer Financial Services

PayPal•New York, NY

About The Position

Establish overall business or technical strategy for the business operations of aligned organization. Influence decisions as an advisor or counsel to business leadership. Drive strategic objectives and ensure resources are effectively allocated. Provide oversight and support for planning and management of financial, budget, and headcount targets. Act as a liaison between business leadership, staff, and other key partners. Optimize workflows and drive process improvements to enhance organizational performance. Drive and monitor Objectives and Key Results (OKRs) to address gaps in business and operations. Serve as a central coordination point across the Consumer Financial Services (CFS) ecosystem, connecting executives, product, engineering, PMO, Finance, Legal, Customer Operations, and People (HR) teams. Lead and evolve business operations functions—including planning, contracts, customer operations, and Voice of Customer (VoC) initiatives—into a unified operating model that links strategy, execution, and outcomes. Partner with CFS commercial leadership to define and drive strategic vision, OKRs, and performance tracking. Establish transparent feedback loops between customer insights, operational decisions, and leadership priorities to ensure customer and employee voices shape business actions. Identify opportunities for simplification, quality improvement, and productivity gains; deliver analyses and drive continuous improvement initiatives. Manage Opex planning, allocations, and oversight processes to ensure efficient resource utilization aligned with business priorities. Design and facilitate operating rhythms, key reviews, and communication cadences that strengthen alignment and engagement across teams and leadership levels.

Requirements

10+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience.
Proven ability to lead through influence, motivate cross-functional teams, and drive collaboration across diverse stakeholders.
Experience building and managing centralized business operations or governance models that promote transparency and efficiency.
Strong customer orientation with the ability to translate insights into strategic and operational improvements.
Excellent business judgment, strategic prioritization, and systems-thinking skills.
Exceptional communication and executive presence, with the ability to convey complex ideas clearly.
High level of adaptability, comfort with ambiguity, and demonstrated success driving outcomes in dynamic environments.

Nice To Haves

Experience in business operations, customer strategy, communications, or enterprise transformation preferred.

Responsibilities

Establish overall business or technical strategy for the business operations of aligned organization.
Influence decisions as an advisor or counsel to business leadership.
Drive strategic objectives and ensure resources are effectively allocated.
Provide oversight and support for planning and management of financial, budget, and headcount targets.
Act as a liaison between business leadership, staff, and other key partners.
Optimize workflows and drive process improvements to enhance organizational performance.
Drive and monitor Objectives and Key Results (OKRs) to address gaps in business and operations.
Serve as a central coordination point across the Consumer Financial Services (CFS) ecosystem, connecting executives, product, engineering, PMO, Finance, Legal, Customer Operations, and People (HR) teams.
Lead and evolve business operations functions—including planning, contracts, customer operations, and Voice of Customer (VoC) initiatives—into a unified operating model that links strategy, execution, and outcomes.
Partner with CFS commercial leadership to define and drive strategic vision, OKRs, and performance tracking.
Establish transparent feedback loops between customer insights, operational decisions, and leadership priorities to ensure customer and employee voices shape business actions.
Identify opportunities for simplification, quality improvement, and productivity gains; deliver analyses and drive continuous improvement initiatives.
Manage Opex planning, allocations, and oversight processes to ensure efficient resource utilization aligned with business priorities.
Design and facilitate operating rhythms, key reviews, and communication cadences that strengthen alignment and engagement across teams and leadership levels.