Service Engagement, Design Program Manager

PayPal • Austin, TX

1d • Hybrid

About The Position

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: Experience Design Operations exists to cultivate a thriving environment where people can focus on doing their best work by building efficient processes, providing the right tools and resources, and ensuring design has a strategic voice across the organization We are seeking a Sr. Design Operations Program Manager to optimize our design processes, and workflows, enabling efficient and scalable product development on our Service Engagement team. No two days are alike here and your responsibilities will range from operational execution to building for the future by implementing strategic improvements.

Requirements

• 5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
• Proven track record of managing complex programs within an engineering environment.

Nice To Haves

• Ability to partner across product, engineering, operations, AI assistance, and servicing teams to drive alignment on end-to-end service delivery for platform features and agent-facing tools.
• Experience defining and executing service-readiness plans, including workflow mapping, agent impact assessment, training requirements, communication, and operational risk mitigation.
• Strong understanding of agentic workflows and servicing platforms (e.g., Help Center, Live Chat, Message Center, Resolution Center, ACE, SCM), with the ability to translate complex product changes into clear operational guidance.
• Demonstrated capability to analyze servicing performance data (contact drivers, escalations, dispute trends, case insights) to uncover friction and influence product prioritization.
• Proven ability to manage dependencies across multiple work tracks (AI Assistance, Collections & Disputes, E2E Teammate Tools) and orchestrate cross-functional stakeholders toward consistent, high-quality service outcomes.
• Experience establishing feedback loops with global servicing teams and ensuring that frontline insights, workflow gaps, and quality issues feed into roadmap and design improvements.

Responsibilities

• Develop and manage program plans, including timelines, milestones, deliverables, and procurement activities.
• Coordinate activities across multiple projects to ensure alignment with program objectives.
• Monitor program performance and implement corrective actions as needed.
• Communicate program status to stakeholders and executive leadership.
• Manage program budgets and financials.
• Facilitate cross-functional collaboration and resolve conflicts.
• Ensure adherence to engineering standards and best practices.

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