Manager, Enterprise Servicing

PayPal • Chicago, IL

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 identifies client needs, develops communication frameworks, establishes metrics, drives training programs, publishes insights, develops service offerings, refines issue management processes, establishes monitoring frameworks, champions customer advocacy, synthesizes feedback, identifies growth opportunities, and leads initiatives for merchant satisfaction. Job Description: Essential Responsibilities: Proactively identifies and addresses client needs by conducting regular check-ins and assessments, delivering tailored solutions that enhance their experience. Develops organizational communication frameworks that enhance transparency and alignment with merchants, ensuring a cohesive approach to client interactions. Establishes metrics and KPIs to measure client satisfaction and service effectiveness. Drives strategic initiatives that embed continuous improvement within the organization. Drives the development of comprehensive training programs for both clients and team members, ensuring high levels of product knowledge across the organization. Establishes thought leadership within the organization by publishing insights on industry trends and their implications for clients. Leads initiatives to develop innovative and customized service offerings based on thorough client insights and evolving market needs. Develops and refines processes for complex issue management, driving organizational excellence in problem resolution and enhancing client satisfaction. Establishes comprehensive monitoring frameworks that enhance service delivery and ensure optimal client experiences across the organization. Champions a culture of customer advocacy throughout the organization, ensuring that client perspectives are prioritized in all initiatives. Synthesizes merchant feedback into actionable insights, influencing broader account strategy and service improvements while presenting findings to senior leadership to drive organizational change. Strategically identifies and prioritizes high-impact growth opportunities that align with both merchant needs and business objectives, fostering strong relationships with key accounts. Leads comprehensive initiatives that consistently drive high levels of merchant satisfaction and long-term loyalty, including developing strategic partnerships and value-added services. Expected Qualifications: 5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience. Additional Responsibilities & Preferred Qualifications: Enterprise Servicing Specialist (ESS) Job Description The ESS provides outbound/proactive and inbound/reactive support, maintenance and consultation, providing assigned merchants with effective issue resolution within established SLAs, supporting merchant servicing actions and ensuring operational excellence to maximize merchant health. The individual acts as the first point of contact for all servicing requests and advocates for their assigned portfolio of accounts. Responsibilities: Provide general (e.g., account configuration and transaction inquiries) and case (e.g., appeals request) account service Educate merchant on product and account operations best practice (e.g., help answer specific product questions directly or by connecting to SMEs) Drive continuous improvement in servicing metrics, including SLAs, ticket resolution, and operational contact volume and merchant satisfaction Address compliance, risk, and regulatory documentation tasks (e.g., PCI DSS compliance) Resolve merchant disputes/adjudications, including process documentation and communication Monitor and be ultimately accountable for customer service completion on lower complexity servicing intents Drive issue resolution for high complexity intents in partnership with specialist teams, Internal partners include Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering. Manage case reviews, provide account support and configuration, handle compliance and risk documentation Qualifications: Bachelor’s degree or equivalent experience Minimum 7 years in a Customer Servicing, Merchant Servicing, Account Management or Customer Success Manager, or another customer-facing role; 10+ years preferred Experience delivering client-focused solutions that meet customer needs Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) Experience in Looker, Tableau, other data visualization tool, or willingness to learn Prior payments industry experience preferred Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions Experience successfully navigating matrixed, cross-functional team environments Ability to work at pace and tenaciously pursue resolution of complex issues Bias towards action and desire for continues learning and development Subsidiary: PayPal Travel Percent: 0 - The base pay for this role will depend on where you work and the relevant experience and expertise you bring. The expected range of pay for this role by location is: Primary Location | Pay Range: Omaha, Nebraska | ($111,500.00 - $165,550.00 Annually) Additional Location(s) | Pay Range: Chicago, Illinois | ($117,500.00 - $174,350.00 Annually) Austin, Texas | ($117,500.00 - $174,350.00 Annually) Scottsdale, Arizona | ($111,500.00 - $165,550.00 Annually) Additional compensation for this role may include an annual performance bonus, equity, or other incentive compensation, as applicable. This role is also eligible for a range of benefits which may include, medical, dental, vision, life and disability insurance, parental and family leave, 401(k) savings plan, paid time off, and other benefits. For more information visit https://www.paypalbenefits.com. PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. Any such request is a red flag and likely part of a scam. To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us. For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations. Our 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. Who We Are: Click Here to learn more about our culture and community. Commitment to Diversity and Inclusion PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]. Belonging at PayPal: Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal. Any general requests for consideration of your skills, please Join our Talent Community. We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply. PayPal is on a mission to revolutionize commerce globally. We’re driving our company, industry, and society forward with vision and velocity. With our commitment to excellence, innovation, and talent, the possibilities are limitless. Learn more at PayPal.com/Jobs Learn more about privacy-related questions or data retention. 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Requirements

• 5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
• Bachelor’s degree or equivalent experience
• Minimum 7 years in a Customer Servicing, Merchant Servicing, Account Management or Customer Success Manager, or another customer-facing role; 10+ years preferred
• Experience delivering client-focused solutions that meet customer needs
• Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
• Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions
• Experience successfully navigating matrixed, cross-functional team environments
• Ability to work at pace and tenaciously pursue resolution of complex issues
• Bias towards action and desire for continues learning and development

Nice To Haves

• Experience in Looker, Tableau, other data visualization tool, or willingness to learn
• Prior payments industry experience preferred

Responsibilities

• Proactively identifies and addresses client needs by conducting regular check-ins and assessments, delivering tailored solutions that enhance their experience.
• Develops organizational communication frameworks that enhance transparency and alignment with merchants, ensuring a cohesive approach to client interactions.
• Establishes metrics and KPIs to measure client satisfaction and service effectiveness.
• Drives strategic initiatives that embed continuous improvement within the organization.
• Drives the development of comprehensive training programs for both clients and team members, ensuring high levels of product knowledge across the organization.
• Establishes thought leadership within the organization by publishing insights on industry trends and their implications for clients.
• Leads initiatives to develop innovative and customized service offerings based on thorough client insights and evolving market needs.
• Develops and refines processes for complex issue management, driving organizational excellence in problem resolution and enhancing client satisfaction.
• Establishes comprehensive monitoring frameworks that enhance service delivery and ensure optimal client experiences across the organization.
• Champions a culture of customer advocacy throughout the organization, ensuring that client perspectives are prioritized in all initiatives.
• Synthesizes merchant feedback into actionable insights, influencing broader account strategy and service improvements while presenting findings to senior leadership to drive organizational change.
• Strategically identifies and prioritizes high-impact growth opportunities that align with both merchant needs and business objectives, fostering strong relationships with key accounts.
• Leads comprehensive initiatives that consistently drive high levels of merchant satisfaction and long-term loyalty, including developing strategic partnerships and value-added services.

Benefits

• This role is also eligible for a range of benefits which may include, medical, dental, vision, life and disability insurance, parental and family leave, 401(k) savings plan, paid time off, and other benefits.
• At PayPal, we’re committed to building an equitable and inclusive global economy.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees