Manager, Customer Support
PayPal Inc.

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 Description Summary:
The Global Merchant and Technical Support team is looking for a Manager of Braintree Services. We are looking for a proven strategic and goal-oriented leader that can motivate teams located across North America and Europe.

The ideal candidate is a culture champion, passionate about delivering on performance, exceeding merchant expectations, possesses a high degree of dependability and timely delivering on their commitments. They will also be responsible for building out the onboarding program for our future growth while leading operations teams of the Braintree SMB portfolio.

The Manager, Braintree Merchant Services is accountable for developing, mentoring and growing exceptional talent at all levels. They are responsible for establishing a people-focused culture where empowerment is encouraged, diversity and inclusion is part of the culture, and engagement is high. They serve as role model of strong values/ethics, are strong coaches, effective at delegation to build skills across the team.

The Manager, Braintree Merchant Services is agile to the changing needs of our merchants and drive value added experiences to retain and grow our portfolio. Strategic Leadership and Chang Agility are key components to this position as it will require building strong relationships across the organization.

The team responsibilities include building relationships with merchants, providing operational support, integrating new merchants or products, proactively identifying opportunities, collaborating with both internal and external (banking) partners.

Job Description:

Job Responsibilities:

• Drive a results-oriented culture with a strong focus on servicing excellence, execution, quality, and speed; along with establishing a strong sense of inclusion and belonging.
• Set clear goals and measurements, coaches to drive team results to achieve/exceed organization targets (OKRs).
• Coach, Develop and Communicate effectively with their teams routinely through coaching sessions and observations in various forums (i.e., meetings, coaching sessions, etc).
• Establish global relationships with across business stakeholders, partners and support groups, to ensure excellent information flow and feedback on impacts of process, policy and product - abate, avoid, optimize.
• Anticipate trends and patterns, act quickly to change course and maintain momentum towards reaching established goals.
• Business growth mindset, driving tailored programs to ensure continuous business success and added value services.
• Manage, prioritize and delegate work based on merchant need as well as data analysis in close partnership with support functions and other teams.
• Establish and lead onboarding program and upskill criteria for Braintree Merchant Services teams; execute on objectives to deliver on program for future needs.
• Effective delegation escalations, as required, ensuring they are addressed within established SLAs and to a first contact resolution view.
• Be the point of contact for our internal stakeholders for high priority escalations. Reviews and determines root cause of escalation and makes recommendations of process improvements to avoid such future escalations.
• Innovative with a passion for problem-solving; healthy pragmatism and hands-on mentality.
• Ensure that processes & procedures are up to standard and required documentation is in place on standard operating procedures through development in collaboration with other leaders.
• Create an inclusive and trusting work environment and culture where everyone is motivated to perform at their highest level.
• Proactively lead and facilitate constructive two-way dialogue between peers, analysts and other stakeholders to drive operational excellence.
• Utilize a diverse range of development (i.e., classroom, exposure, mentoring, on the job training and experience) to grow our teams.
• Utilize Performance Development Planning process to enable the team to create and follow up on plans for career development.

Preferred Qualifications:

• 10+ years leadership experience with proven ability to manage and execute on performance targets.
• 5+ years of experience managing leaders of teams.
• 5+ years of onboarding teams/leadership.
• Leadership experience with demonstrated ability to build a highly motivated and effective team, fostering an open, collaborative environment where knowledge is shared.
• Excellent interpersonal and leadership skills with the ability to coach, mentor and collaborate effectively.
• Ability to develop trusted partnerships with customers, teams and peers.
• Ability to think outside the box, ask questions and challenge the status quo.
• Ability to lead through on end-to-end on initiatives from creation through execution.
• Build effective strategic roadmaps and handle multiple projects and critical situations under pressure.
• Ability to properly communicate to leadership and executive teams in a regular basis.
• Effective time management and prioritization
• Be comfortable with and embrace change - agility is key!
• Strong problem-solving skills and stakeholder management.
• Strong communication and interpersonal skills; ability to talk and present confidently in front of key internal and external stakeholders.
• Sound understanding of payments, ecommerce market, opportunities, risks, challenges. with specifics to troubleshooting the payments landscape.
• Bachelor's degree or equivalent work experience

Competencies

• Coaching, Developing & Retaining Teammates
• Diversity & Inclusion
• Customer Focus
• Acquiring and On-boarding Teammates
• Drives for Results, Managing / Measuring Work
• Shared Values / Ethics
• Change Management
• Delegation
• Organizational Agility

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Additional Job Description:

Subsidiary:
PayPal

Travel Percent:
0

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.

Our 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 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.

Who We Are:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentaccommodations@paypal.com.

Belonging at PayPal:

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply.

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