Director of SMB Servicing Operations - North America

PayPal•Austin, TX

About The Position

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 Process & Technology Optimization 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. 10+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience.

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.
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

Nice To Haves

Experience in implementing Artificial Intelligence solutions to enhance customer service and operational efficiency strongly preferred.

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.