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.

Job Description Summary: The Global Merchant Services Team is looking for a Director of the Braintree Merchant Services organization. This position is responsible for leading the teams who support and maintain the day-to-day operations of the Braintree portfolio and is critical toward ensuring the team is best positioned to service both our internal stakeholders and customers alike. The team is comprised of these critical functions: • Technical Provisioning: Responsible for working with banking partners to bring new merchants live to site. • Account Advisors: Responsible for helping existing merchants with new products and features to grow their business. • Merchant Accounting: Responsible for supporting merchants with inquiries around settlement and reconciliation. • Merchant Support: Responsible for providing operational support on actions to an account such as bank account changes, descriptor updates and MCC change requests. We're looking for a highly organized, committed and passionate individual to lead and motivate our servicing teams located across North America and Europe. Leadership and adaptability are a key component to this position as it will require building strong relationships across the organization. The ideal candidate is passionate about great customer experience, possesses a high degree of dependability and has a proven track record of leading, transforming and influencing.

Job Description:

Responsibilities:

• Drive a results-oriented culture that embodies a strong focus on servicing excellence, execution, quality, and speed; along with establishing a strong sense of inclusion and belonging.
• Lead and develop a team of leaders and implement great people and performance management practices across the organization.
• Identify and implement strategic opportunities to constantly improve the merchant and customer experience.
• Monitor progress towards goals such as service level, response time, etc. and effectively manage risk and opportunities to reach them.
• Continuously refine strategy and operating model for customer servicing and support.
• Work in close partnership with Business Leads to drive day-to-day “run the business” type of decisions.
• Regularly report on KPI’s and objectives and surface opportunities to constantly improve the customer experience.
• Drive continuous improvement in efficiency through automation, optimization, process improvement, and applying best-in-class servicing experience for customers.

Core Competencies and Qualifications:

• Ability to manage influence through persuasion, negotiation, and consensus building.
• Business growth mindset, driving tailored programs to ensure continuous business success.
• Requires an excellent understanding of the payments ecosystem and the intricacies of merchant processing.
• Innovative thinker with a passion for problem-solving
• Demonstrated desire for continuous learning and improvement.
• Experience and enthusiasm for successfully leading and transforming people organizations.
• Strong communication skills and ability to collaborate and influence effectively in a complex organization.
• 10+ years leadership experience of leading more than one layer with proven ability to manage performance in operational organizations.
• Excellent interpersonal and leadership skills with the ability to coach, mentor and collaborate effectively.
• Demonstrated ability to build a highly motivated and effective team, fostering an open, collaborative environment where knowledge is shared.
• Strong analytical mindset to turn data into action.
• Experience in building and leading a geographically distributed team.
• Confident self-starter with a keen attention for detail and an ability to manage multiple tasks and projects simultaneously.
• Bachelor’s degree or equivalent.

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:

To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.

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 paypalglobaltalentacquisition@paypal.com.

As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.