Team Lead, Operations

PayPal•San Jose, CA

2d•Hybrid

About The Position

As the Operations Lead for Honey, part of the PayPal Ads business, you will be accountable for successful delivery and optimization of our deals operations, store creation, and store maintenance functions. You will partner with key stakeholders across Commercial, Product, and Honey-facing teams to deliver on our strategic vision. You will provide guidance to deals managers, store operations teams, and manage relationships with contract vendors and offshore teams to improve operational processes and deliver on business objectives.

Requirements

3+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
5+ years in operations, programmatic advertising, or related field with direct experience managing paid media campaigns, deals, or similar operational functions.
2+ years leading and managing teams including analysts, operations managers, campaign managers, or similar roles.
Proven experience working with contract vendors and/or offshore teams, including performance management, communication protocols, and quality assurance.
Strong knowledge of the digital advertising ecosystem, demand-side platforms (DSPs), supply-side platforms (SSPs), and deal structures.
Demonstrated ability to manage complex operational workflows with multiple priorities, maintaining consistent performance metrics and operational diligence.
Proficiency with data analysis and performance dashboards to derive insights and communicate findings to diverse audiences.
Track record of identifying operational inefficiencies, implementing solutions, and scaling processes to support business growth.
Attention to detail across budget management, inventory tracking, deal structuring, and quality assurance—essential for maintaining accuracy and operational excellence.
Strong communication and stakeholder management skills, with ability to work effectively across time zones and with distributed teams.

Nice To Haves

Experience with Tableau or advanced analytics platforms.
Familiarity with the Honey business model or consumer cashback/rewards programs.
Experience managing multiple external vendors simultaneously.
Background in deal operations or programmatic trading.

Responsibilities

Provide high-level technical support and consulting to developers, merchants, and internal teams, ensuring adherence to best practices.
Install and configure payment APIs (Application Programming Interface) and commerce products, ensuring seamless integration and optimal functionality.
Execute test scenarios involving code, software, hardware, devices, and endpoints to verify system performance and reliability.
Replicate, document, and escalate potential bugs or issues to the Product Development teams for resolution.
Communicate complex technical issues effectively to merchants and internal departments, ensuring clarity and resolution.
Identify and troubleshoot irregularities in functionality or unexpected behaviors in PayPal products and services.
Deliver a best-in-class, white-glove experience to merchants by providing tailored support and proactive solutions.
Create detailed technical documentation and guides for PayPal merchants to facilitate understanding and use of products.
Diagnose and resolve issues related to APIs, code, services, and network connectivity with precision and efficiency.
Lead and mentor the deals team, store creation team, and store maintenance team to ensure efficient execution of operations.
Foster collaboration across teams while maintaining clear accountability and performance standards.
Manage vendor relationships and coordinate with offshore teams to ensure quality delivery and adherence to SLAs.
Oversee the full lifecycle of deals from creation through performance tracking.
Combine data analysis and performance metrics to create optimization strategies that maximize deal performance and Advertiser ROI.
Develop a system for monitoring deal health, ensuring we are meeting business goals and driving efficiency across all deal types and structures.
Establish and refine processes for creating and maintaining high-quality store listings that drive Advertiser success.
Create efficiencies in store operations in collaboration with technical and specialized teams.
Ensure quality standards, accuracy, and consistency across all store creation and maintenance workflows.
Build a comprehensive playbook of strategic and tactical best practices for deal management, store creation, and maintenance across the Honey ecosystem.
Document standard operating procedures, identify bottlenecks, and implement improvements to increase team productivity and output quality.
Leverage insights from both internal teams and contract partners.
Manage relationships with contract vendors and offshore teams to ensure quality deliverables, timely execution, and adherence to operational standards.
Establish clear communication protocols, performance metrics, and escalation procedures.
Conduct regular performance reviews and provide feedback to drive continuous improvement.
Use operational dashboards and performance metrics to monitor team productivity, deal performance, store quality, and vendor SLAs.
Communicate critical information to leadership and key stakeholders with clarity and precision.
Identify trends and opportunities for optimization.
Partner with Commercial, Product, and client-facing teams to align operations with business priorities.
Manage multiple concurrent initiatives and maintain transparent status tracking for leadership visibility and cross-functional coordination.