VP, PayPal Global Rewards

PayPal•San Jose, CA

1d•$250,000 - $360,000•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: The Vice President (VP) of Global Rewards Program will be responsible for the strategic development, implementation, and management of PayPal’s rewards platform across all global markets. This role will focus on driving customer engagement, loyalty, and lifetime value through the development and oversight of innovative and effective rewards programs & initiatives. The VP will collaborate with various internal and external stakeholders to ensure the rewards platform aligns with PayPal’s business objectives, enhances the overall customer experience and is positioned to scale with our growth strategy. Job Description: Strategic Leadership: Develop and execute a global strategy for PayPal’s rewards program to enable new customer acquisition, increased engagement and share across customer segments and to drive program partner participation and engagement. Align rewards program objectives with PayPal's overall business goals and market-specific needs. Define winning rewards product line strategy and value propositions across PayPal’s customer segments, product types (financial and non-financial) and business lines. Define the role of partnerships in the rewards program value proposition, what the “earn / burn” construct is and how partnerships can enable this with best in class economics. Continuously analyze industry trends, competitive landscape, and customer feedback to ensure the program remains relevant and competitive. Program Development and Management: Define and implement rewards program strategic objectives, key performance indicators and program optimization levers – across customer segments, go to market channels, partnerships and investments. Design and oversee the implementation of our Rewards program, connecting customer and market place feedback with the product development pipeline and other investment initiatives, that resonate with PayPal's diverse customer base. Partner with the product platform development teams to ensure the rewards platform is seamlessly integrated across all PayPal platforms and touchpoints. Utilize a comprehensive set of data and analytics to monitor program performance and make data-driven decisions for continuous improvement. Collaboration and Stakeholder Management: Define program objectives and strategic priorities and how this breaks down across cross functional groups - work closely with marketing, product, technology, finance, and customer service teams to define and implement the program strategy. Set the investment agenda – provide direction and influence the rewards program investment pipeline across marketing, product, sales and partnerships. Communicate program strategy, performance metrics, and impact to senior leadership and key stakeholders. Customer Experience and Engagement: Define the priority customer segments, including the rewards proposition by segment and critical customer experience elements across digital, marketing, servicing and relationship management customer touch points. Define the customer experience, in partnership with the product teams, across all PayPal touchpoints, taking a customer-centric approach in the design and execution of rewards initiatives. Ensure the rewards platform delivers exceptional value and positive experiences to PayPal customers. Gather and analyze customer feedback to refine and enhance the rewards platform and offerings, prioritizing all customer enhancement use cases and partnering with app / payment product leaders on the product development road map. Financial Oversight and Reporting: Ensure the rewards program is led with a commercial lens (balancing P&L, customer, competitior factors) to drive revenue growth, program scale, and investment optimization. Establish the rewards program performance management process, reporting across key performance indicators, application of performance insights and sharing across key stakeholders. Manage and optimize the investment budget for the global rewards platform – across product, marketing, sales and partnerships investments, ensuring effective deployment of resources, following clear investment principles. Provide regular performance reports, including key metrics and return on investment (ROI) analysis. Identify opportunities for scaling program performance, cost savings and efficiency improvements within the program. Transformational Leadership: Lead an innovation and transformation agenda – setting a clear vision and articulation of current state of the business, the point of arrival direction and the change agenda action plan required to deliver – including a test, learn and scale apprpach. Establish a long-term product portfolio strategy, informed by customer and business needs, and partner with leaders and stakeholders to regularly drive alignment, secure resources and overcome impediments. Attract, grow, empower, and inspire top talent as they develop and deliver on their local reward strategy in an iterative, outcome-focused and well-managed way

Requirements

Proven track record of developing, managing and growing successful global rewards platforms & programs at scale.
Minimum of 15+ years' experience providing general management, P&L accountability, end-to-end business direction and leadership geared towards developing rewards strategy & implementation.
Significant experience leading large globally dispersed teams across multiple capabilities
Proven track record for building, launching, and maintaining high-scale, successful rewards programs in a highly matrixed organization, preferably for a financial organization
Experience strategically influencing and aligning senior stakeholders and key partners to drive action, results and change consistently
Demonstrated commercial success scaling a segment in a global, matrixed organization
Multi-disciplined leader who builds, develops, and advances high performing teams with strong analytical, strategic, and operational excellence
Exceptional communication and presentations skills with an ability to convey complex concepts and issues in a compelling, persuasive, fact-based manner
Hands-on, "roll up your sleeves" mindset, with the ability to be a driver and change agent in an organization.
BA is required; MBA, and/or technical degree is preferred.

Responsibilities

Strategic Leadership: Develop and execute a global strategy for PayPal’s rewards program to enable new customer acquisition, increased engagement and share across customer segments and to drive program partner participation and engagement.
Align rewards program objectives with PayPal's overall business goals and market-specific needs.
Define winning rewards product line strategy and value propositions across PayPal’s customer segments, product types (financial and non-financial) and business lines.
Define the role of partnerships in the rewards program value proposition, what the “earn / burn” construct is and how partnerships can enable this with best in class economics.
Continuously analyze industry trends, competitive landscape, and customer feedback to ensure the program remains relevant and competitive.
Program Development and Management: Define and implement rewards program strategic objectives, key performance indicators and program optimization levers – across customer segments, go to market channels, partnerships and investments.
Design and oversee the implementation of our Rewards program, connecting customer and market place feedback with the product development pipeline and other investment initiatives, that resonate with PayPal's diverse customer base.
Partner with the product platform development teams to ensure the rewards platform is seamlessly integrated across all PayPal platforms and touchpoints.
Utilize a comprehensive set of data and analytics to monitor program performance and make data-driven decisions for continuous improvement.
Collaboration and Stakeholder Management: Define program objectives and strategic priorities and how this breaks down across cross functional groups - work closely with marketing, product, technology, finance, and customer service teams to define and implement the program strategy.
Set the investment agenda – provide direction and influence the rewards program investment pipeline across marketing, product, sales and partnerships.
Communicate program strategy, performance metrics, and impact to senior leadership and key stakeholders.
Customer Experience and Engagement: Define the priority customer segments, including the rewards proposition by segment and critical customer experience elements across digital, marketing, servicing and relationship management customer touch points.
Define the customer experience, in partnership with the product teams, across all PayPal touchpoints, taking a customer-centric approach in the design and execution of rewards initiatives.
Ensure the rewards platform delivers exceptional value and positive experiences to PayPal customers.
Gather and analyze customer feedback to refine and enhance the rewards platform and offerings, prioritizing all customer enhancement use cases and partnering with app / payment product leaders on the product development road map.
Financial Oversight and Reporting: Ensure the rewards program is led with a commercial lens (balancing P&L, customer, competitior factors) to drive revenue growth, program scale, and investment optimization.
Establish the rewards program performance management process, reporting across key performance indicators, application of performance insights and sharing across key stakeholders.
Manage and optimize the investment budget for the global rewards platform – across product, marketing, sales and partnerships investments, ensuring effective deployment of resources, following clear investment principles.
Provide regular performance reports, including key metrics and return on investment (ROI) analysis.
Identify opportunities for scaling program performance, cost savings and efficiency improvements within the program.
Transformational Leadership: Lead an innovation and transformation agenda – setting a clear vision and articulation of current state of the business, the point of arrival direction and the change agenda action plan required to deliver – including a test, learn and scale apprpach.
Establish a long-term product portfolio strategy, informed by customer and business needs, and partner with leaders and stakeholders to regularly drive alignment, secure resources and overcome impediments.
Attract, grow, empower, and inspire top talent as they develop and deliver on their local reward strategy in an iterative, outcome-focused and well-managed way

Benefits

PayPal is committed to fair and equitable compensation practices.
Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.
The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits.
For more information, visit https://www.paypalbenefits.com.
For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.
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 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.