SMB Merchant Servicing Manager

PayPal • Scottsdale, AZ

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 leads a multi-phased customer experience strategy, identifying pain points and driving improvements. You'll influence cross-functional teams, prioritize customer-focused initiatives, and collaborate on enhancements. Responsibilities include managing complex projects, leveraging data analytics to assess costs, and taking a strategic approach to deliver exceptional experiences.

Requirements

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

Nice To Haves

• Strong organizational, communication, and interpersonal skills.
• Competence in driving results through clear vision and strategic direction.
• Proficient in prioritizing activities, identifying urgent needs, and delegating tasks to ensure timely achievement of goals.
• Eagerness to learn and adapt to new software and technologies.
• Familiarity with external systems, internet applications, and CRM tools (such as Microsoft Office Suite).
• Capability to interpret and utilize both quantitative and qualitative management reports.
• Knowledge of Financial Operations and Customer Support processes.

Responsibilities

• Implement a multi-phased strategy to enhance the overall customer experience.
• Identify customer pain points and develop data-driven improvement strategies.
• Lead cross-functional teams to prioritize and execute customer-focused initiatives.
• Collaborate with internal teams to identify opportunities for improving the customer journey.
• Leverage data and analytics to assess costs, measure performance, and report on business impact.
• Manage complex programs by documenting service capabilities and driving innovation.
• Create and present business cases, projects, and analyses in a clear and compelling manner.

Benefits

• At PayPal, we’re committed to building an equitable and inclusive global economy.
• 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
• Number of Employees: 5,001-10,000 employees