Sr Manager, Quality Management

PayPal • San Jose, CA

1d • $111,500 - $191,950 • 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 ensures customers’ voice is actively heard, acted upon, and reflected in how CFS products are built, launched, and serviced at scale. Operating within PayPal’s Consumer Financial Services (CFS) organization, the team partners closely with Product, Global Customer Support (GCS), Risk, Legal, Compliance, Incident Management, and external partners to ensure CFS solutions are operationally sound, scalable, compliant, and customer-back. Job Description: Essential Responsibilities: Lead complex projects of diverse scope to optimize operational processes. Participate in complex problem resolution and determine methods and procedures for new assignments. Drive global process improvements within the organization. Provide oversight and support for planning and management of financial, budget, and headcount targets. Act as a liaison between business leadership, staff, and other key partners. Influence the quality, efficiency, and effectiveness of business processes. Utilize internal and external data to provide actionable insights for business growth.

Requirements

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

Nice To Haves

• 5+ years of experience in Customer Experience, Operations, or Customer Service within financial services or a regulated industry (fintech, banking, payments, lending, or insurance).
• 5+ years of experience managing teams in a global or matrixed organization.
• Demonstrated ability to synthesize customer feedback, complaint data, and VOC insights into actionable recommendations for Product and Operations teams.
• Experience supporting issue triage, escalation management, and customer remediation workflows.
• Strong written communication skills with experience creating and maintaining customer-facing and agent-facing content (Help Center, SOPs, Knowledge Base).
• Demonstrated ability to collaborate across cross-functional teams including Product, Legal, Compliance, Risk, and Customer Service.

Responsibilities

• Lead complex projects of diverse scope to optimize operational processes.
• Participate in complex problem resolution and determine methods and procedures for new assignments.
• Drive global process improvements within the organization.
• Provide oversight and support for planning and management of financial, budget, and headcount targets.
• Act as a liaison between business leadership, staff, and other key partners.
• Influence the quality, efficiency, and effectiveness of business processes.
• Utilize internal and external data to provide actionable insights for business growth.
• Identify and surface customer issues, frictions, and pain points across CFS products, translating them into clear, actionable insights for Product and Customer Service teams.
• Conduct Voice of Customer (VOC) activities including call listening, calibration sessions, and complaint analysis to identify trends and servicing gaps across products and markets.
• Partner with Product, GCS, Legal, and Compliance to drive process improvements that address customer pain points and improve the end-to-end service experience.
• Provide hands-on support in resolving customer issues, complaints, and escalations, acting as an operational resource across CFS products and serving teams.
• Participate in incident forums to influence solutioning and ensure timely internal communications and knowledge base updates.
• Support complaint handling and enterprise Service Experience initiatives, including teammate training and enablement.
• Create and maintain internal and external customer-related communications and content, ensuring accuracy, compliance, and scalability across all servicing surfaces.
• Develop and update teammate-facing communications to support operational readiness for new product launches, features, and enhancements.
• Support CFS’s internal and external partners by coordinating meetings and managing reporting activities related to customer-facing operations and performance
• Assist in customer-specific Audit, Exam, and Risk assessments by completing requested research on customers and preparing supporting documentation and evidence.
• Support remediation planning, communication, and execution activities stemming from audit findings, and assist in ongoing material updates to maintain audit readiness.

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
• Number of Employees: 5,001-10,000 employees