Incident Manager, Internal Controls

PayPal • San Jose, CA

7d • 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: In this critical role, you will be responsible for proactively managing a portfolio of incidents from initial intake through to effective and timely resolution. You will drive in-depth analyses to pinpoint root causes, rigorously evaluate remediation strategies, and champion long-term risk mitigation initiatives. This role demands a strong understanding of product and operations, coupled with proven risk management, project management, and program management expertise. The ideal candidate will be highly organized, detail-oriented, and possess exceptional multitasking abilities, with a proven track record of leading cross-functional projects and effectively managing competing priorities. You will also be responsible for meticulously maintaining incident records and delivering clear, concise, and impactful communications to both technical and non-technical audiences, including senior leadership.

Requirements

• 5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.

Nice To Haves

• Extensive experience (5+ years) managing risks, controls, compliance obligations, or risk program execution in a complex, regulated environment.
• Proven track record in issue management, business continuity planning, exam coordination, or related internal control functions.
• Demonstrated ability to drive results, influence enterprise-level decision-making, and navigate complex stakeholder landscapes.
• Advanced analytical and research skills, including the ability to analyze large datasets with a high degree of accuracy, identify patterns and trends, and develop insightful reports.
• Exceptional problem-solving skills, with the ability to operate independently, manage multiple competing priorities under tight deadlines, and exhibit a strong sense of urgency when required.
• Expert-level oral, written, and interpersonal communication skills, with the ability to clearly and effectively convey complex information to all levels of management.
• Exceptional collaboration and interpersonal skills, with a proven ability to influence priorities and drive accountability in diverse team environments.
• Expertise in project management methodologies and tools, with a strong ability to track progress, manage dependencies, and deliver projects on time and within budget.
• Excellent organizational and presentation skills.
• Results-oriented mindset with a deep understanding of risk management principles and the impact of decisions on the business and our customers.

Responsibilities

• Identify issues and recommend best practices for internal control processes.
• Lead functional projects and programs to enhance internal control effectiveness.
• Partner with teams to analyze business trends and their impact on internal controls.
• Develop and implement strategies for process improvements within the internal controls function.
• Ensure compliance with laws and regulations through effective internal control measures.
• Standardize incident management processes to ensure consistent execution, comprehensive data capture for post-mortems and regulatory examinations.
• Proactively identify and implement improvements to reduce the frequency and severity of major incidents, moving beyond reactive "fire drills" to a proactive and preventative approach.
• Expertly facilitate the entire incident lifecycle, from intake and triage through mitigation, recovery, and ultimate resolution.
• Leverage your risk, product, and business acumen to swiftly engage critical teams and ensure timely and effective responses.
• Meticulously document incident timelines, impact assessments, and mitigation/resolution steps, ensuring accuracy, completeness, and adherence to established standards.
• Lead rigorous deep-dive root cause analyses to dissect complex incidents, uncover underlying policy and product vulnerabilities, and critically evaluate the effectiveness of remediation efforts.
• Drive the implementation of robust solutions to mitigate risk to the company and our customers.
• Develop and deliver compelling presentations and briefings that clearly and concisely communicate incident findings and root cause analysis insights to diverse stakeholders, including technical experts, business leaders, and senior management.
• Tailor communication style and content to effectively convey key information to all levels of the organization.
• Effectively manage and lead cross-functional teams to ensure accountability and drive the successful handling of incidents.
• Proactively escalate issues as needed to ensure timely resolution and prevent further escalation.
• Lead risk-focused discussions and exert influence to prioritize the implementation of resilient and holistic solutions that address underlying weaknesses and root causes.
• Drive the implementation of new controls and process improvements to strengthen the overall risk posture.
• Shape and execute comprehensive, high-quality end-to-end root cause analysis to identify complex patterns, trends, and typologies impacting the company and its global user community.

Benefits

• At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset-you. That’s why we offer comprehensive, choice-based programs, to support all aspects of personal wellbeing—physical, emotional, and financial—delivering meaningful value where it matters most. We strive to create a flexible, balanced work culture with a holistic approach to benefits, including generous paid time off, healthcare coverage for you and your family, and resources to create financial security and support your mental health.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level