Director of SMB Servicing Operations - North America

PayPal•Austin, TX

2d•Hybrid

About The Position

The Company PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers. We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade. Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities. Job Summary: This job drives strategies to enhance customer experience, satisfaction, and loyalty. Leading a team of service representatives, you’ll provide coaching to boost performance and productivity. Your role includes setting and monitoring performance goals to ensure targets are met or exceeded. Additionally, you will collaborate with cross-functional teams to identify and resolve customer pain points, continuously improving the customer journey through strategic initiatives and process enhancements. Job Description: Essential Responsibilities: Direct and implement strategies to improve the overall customer experience and drive customer satisfaction and loyalty Manage a team of customer service representatives, providing coaching and mentoring to enhance performance and productivity Set performance goals and targets and monitor the team's performance closely to ensure goals are met or exceeded Collaborate with cross-functional teams to identify and address customer pain points and improve the customer journey Establish and maintain strong relationships with key stakeholders, internally and externally, to ensure alignment and support for customer experience initiatives Ensure up to date with industry trends and best practices in customer experience management and implement relevant strategies and initiatives Delegate regular reviews and analysis of customer feedback and data to identify areas for improvement and implement appropriate changes Expected Qualifications: 10+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience. Additional Responsibilities & Preferred Qualifications: About Our Team The SMB Servicing team delivers high-quality support to small and medium-sized businesses across North America. We work across frontline operations, product, engineering, AI, workforce management, risk, and sales to improve efficiency, customer satisfaction, and business impact. Our goal is to redefine SMB servicing through AI, automation, product-led growth, and process innovation. The Role We are seeking a Director of SMB Servicing Operations - North America to lead and optimize SMB servicing. This role requires experience driving operational improvements, automation, risk management, and service-to-sales motions while also having working knowledge of frontline call center teams and related challenges and opportunities. The ideal candidate can influence cross-functional stakeholders, implement scalable solutions, and deliver measurable business impact.

Requirements

10+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
10+ years in Operations, Customer Servicing or related areas in a high-growth tech, payments, or marketplaces.
Experience leading frontline call center teams, optimizing operations, and driving efficiency.
Strong understanding of AI, automation, and product-led growth in service operations.
Proven ability to execute service-to-sales strategies and integrate risk management into operations.
Excellent cross-functional leadership, executive communication, and data fluency.

Nice To Haves

Experience in implementing Artificial Intelligence solutions to enhance customer service and operational efficiency strongly preferred.
Strong Analytical background with the ability to leverage data to drive decision –making and process improvements
Strong background in setting up performance frameworks that measure service quality and revenue impact, ensuring business growth

Responsibilities

Direct and implement strategies to improve the overall customer experience and drive customer satisfaction and loyalty
Manage a team of customer service representatives, providing coaching and mentoring to enhance performance and productivity
Set performance goals and targets and monitor the team's performance closely to ensure goals are met or exceeded
Collaborate with cross-functional teams to identify and address customer pain points and improve the customer journey
Establish and maintain strong relationships with key stakeholders, internally and externally, to ensure alignment and support for customer experience initiatives
Ensure up to date with industry trends and best practices in customer experience management and implement relevant strategies and initiatives
Delegate regular reviews and analysis of customer feedback and data to identify areas for improvement and implement appropriate changes
Lead and scale the SMB support function, ensuring seamless service while driving transformation to include revenue generating opportunities
Implement AI, automation, and data-driven enhancements to improve service experience and operational efficiency.
Implement AI driven insights and analytics to drive a personalized and segmented engagement strategy with merchants transitioning support interactions to sales opportunities.
Drive initiatives that increase merchant retention, upsell opportunities and revenue contribution from within the service function.
Collaborate with Product and Engineering to streamline workflows, enhance self-service, and reduce manual effort.
Identify and remove friction points to accelerate time to resolution and enhance customer satisfaction.
Leverage AI to predict customer needs and personalize service interactions
Partner with Product, Risk, Engineering, and Sales to align service operations with business objectives.
Advocate for SMB customer needs, ensuring risk mitigation and business growth strategies work in harmony.
Serve as a liaison between frontline operations and internal teams, ensuring clear communication and alignment.
Work closely with Artificial Intelligence and Data Science teams to integrate advanced analytics into operational strategies.
Define and own KPIs related to operational efficiency, merchant satisfaction, and business impact, delivering measurable improvements.
Develop and manage KPIs that measure both service quality and revenue impact, with a focus on driving continuous improvement
Partner with Finance and Analytics to develop data-driven insights and recommendations for operational efficiencies
Drive service-to-sales motions, enabling frontline teams to turn support interactions into revenue opportunities.
Ensure frontline teams are trained to meet PayPal’s evolving programs while delivering excellent service.