Sr Product Manager

PayPal • San Jose, CA

1d • $130,500 - $212,850 • Hybrid

About The Position

PayPal is hiring an individual-contributor Senior Product Manager to use data and customer insights to shape product or platform requirements in support of a shared product vision. The role involves analyzing research, market data, and usability studies to inform decisions, monitoring product profitability and budget, and leading agile ceremonies to support effective execution. The manager will partner with content developers, data scientists, product designers, and user experience researchers to identify new opportunities, and interface with product and technology leadership as needed.

The position focuses on collections workflows and conversational and agentic AI. The successful candidate will help develop and operate AI-driven servicing experiences, guide transitions from manual or rules-based processes to agent-driven automation, measure business and customer outcomes, and ensure regulatory requirements are reflected in product controls. The role also includes developing platform roadmaps, working with integrations and partners, and influencing stakeholders across Risk, Legal, Compliance, Operations, and Engineering.

PayPal’s majority-employee work model is balanced hybrid: three days in the office and two days either at a PayPal office or from home. Travel is listed as 0%. Visa sponsorship is not available for this position. The annual base-pay ranges are $143,500–$212,850 in San Jose, California, and $130,500–$193,600 in Chicago, Illinois, and Austin, Texas. Additional compensation may include an annual performance bonus, equity, or other incentive compensation, as applicable.

Requirements

• At least 3 years of relevant experience and a bachelor’s degree, or an equivalent combination of education and experience.
• Hands-on experience with end-to-end collections workflows, including delinquency segmentation, treatment strategy, outreach orchestration, payment plans, hardship programs, and dispute handling.
• Experience designing and launching customer-facing or servicing conversational AI products, including conversation design, intent and escalation handling, and human-handoff models.
• Hands-on experience with agentic AI systems, including LLM-based agents, tool or function calling, orchestration frameworks, guardrails, evaluation strategies, and human-in-the-loop controls.
• Experience leading transitions from rules-based or manual workflows to agent-driven automation, including phased rollout, change management, and operations adoption.
• Ability to define and measure conversational and agent performance, including containment and resolution rates, promise-to-pay and cure rates, policy-violation rates, customer satisfaction, and cost per resolution.
• Track record of experimentation, such as champion/challenger or A/B testing, to improve roll rates, cure rates, recovery, and cost to collect.
• Strong grasp of collections regulations, including FDCPA, Regulation F, CFPB/UDAAP, TCPA, state licensing, and contact and consent rules, and ability to translate them into product requirements and controls.
• Experience building compliance controls into regulated and AI-driven interactions, including disclosures, consent and recording, contact-frequency limits, decision logging, auditability, and model governance.
• Technical fluency with platform and API products, including API design and versioning, event-driven architectures, and decisioning or rules engines; ability to partner with engineering on build-versus-buy and scalability trade-offs.
• Experience managing integrations and partners such as servicing platforms, payment processors, credit bureaus, collection agencies, dialers, and communications providers.
• Ability to build a multi-year platform roadmap balancing business strategy, regulatory commitments, and technical debt, and to influence senior stakeholders across Risk, Legal, Compliance, Operations, and Engineering.
• Excellent written and verbal communication skills, including the ability to turn complex regulatory and technical topics into clear requirements and executive narratives.

Responsibilities

• Use data to develop insights on product or platform requirements consistent with the shared product vision.
• Gather customer-experience and customer-needs insights to inform product requirements.
• Analyze research, market analysis, and usability studies to support data-driven decision-making.
• Monitor product profitability measures, including budget.
• Lead sprint planning, daily standups, and retrospectives to drive execution; interface with product and technology leadership as needed.
• Partner with content developers, data scientists, product designers, and user experience researchers to identify new opportunities.
• Lead product work involving collections workflows and conversational or agentic AI, including transitions from rules-based or manual workflows to agent-driven automation.
• Define and measure conversational and agent performance, and use experimentation to improve collections outcomes and costs.
• Translate applicable collections regulations into product requirements and controls, and build compliance controls into regulated and AI-driven interactions.
• Manage integrations and partners, and develop a multi-year platform roadmap balancing business strategy, regulatory commitments, and technical debt.
• Influence senior stakeholders across Risk, Legal, Compliance, Operations, and Engineering.

Benefits

• Comprehensive, choice-based programs supporting physical, emotional, and financial wellbeing.
• Generous paid time off.
• Healthcare coverage for employees and their families.
• Resources to support financial security and mental health.
• Additional compensation may include an annual performance bonus, equity, or other incentive compensation, as applicable.

What This Job Offers

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