Lead Product Manager

PayPal • San Jose, CA

10d • Hybrid

About The Position

As the Lead Product Manager for Channel & Automation, you’ll architect the foundation that makes intelligent Service comms scalable, intelligent, and timely. You’ll own the orchestration layer that powers personalized, multi-channel service messaging across in-product surfaces, email, dashboards, and agent tools. From building a rules engine that decides when and how we reach out, to defining priority logic for service campaigns, you’ll be the brain behind every automated interaction. Your work will directly impact system responsiveness, service consistency, and the speed at which issues get fixed all while empowering other product and operations teams to move faster with less friction.

Requirements

• Minimum of 8 years of relevant work experience and a Bachelor's degree or equivalent experience.

Nice To Haves

• Define and execute the vision of autonomous resolution for merchants & consumers, identifying opportunities to improve signup, onboarding, and activation experiences.
• Advocate for a customer-first mindset by understanding user needs and pain points, ensuring solutions are scalable and impactful.
• Develop KPIs and key success metrics for growth initiatives, continuously monitoring performance and iterating for improvements.
• Author clear PRDs with measurable success criteria, rooted in real customer needs
• Partner across design, engineering, service and analytics to ship and iterate
• Lead cross-functional reviews, influence decision-making, and manage interdependencies
• Operate with urgency and an MVP mindset, bias to validate and launch quickly
• Communicate progress, risks, and results clearly to executives and cross-functional teams
• Own and optimize conversion funnels, A/B testing hypotheses to improve activation and engagement metrics.

Responsibilities

• Inputs to product strategy with cross-functional stakeholders consistent with the shared vision for the product.
• Implements the architectural roadmap that balances innovative design and technical implementation, while balancing regulatory requirements, time-to-market, meeting customer needs and product profitability.
• Controls for the customer experience and customer needs in product requirements and as an input to decision making.
• Monitors metrics that inform the success of products including usability studies, research and market analysis.
• Manages one or more workstreams to include analytics, customer discovery, market research and competitive analysis to drive data-driven decision-making.
• Monitors product profitability measures, including budget.
• Participates in operational mechanisms that drive execution and accountability including Product Reviews, Operating Reviews, and Business Reviews.
• Interfaces with product leadership as needed.
• Partners with content developers, data scientists, product designers and user experience researchers.

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 benefits to help you thrive in every stage of life.
• We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.
• We have great benefits including a flexible work environment, employee shares options, health and life insurance and more.
• To learn more about our benefits please visit https://www.paypalbenefits.com.

What This Job Offers

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