SR. Manager, Customer Recovery


Omaha, NE Management & Operations

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 286 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

The Customer Recovery and Resiliency Manager in COE unit is responsible for assisting in the execution of all customer recovery tasks and events.  Specifically, this individual will assist in the development, implementation and completion of customer notifications, account manager notices and submitting correction tool batches.  In addition, this individual will help prepare the monthly reports summarizing the Recovery and Resiliency Events and customers impacted.  The Recover and Resiliency team has global responsibilities.  The Recovery team responds to all PX, P0, P1 and one-off requests that may impact any customer in any region. 

Prerequisite Knowledge and Proficiencies:

  • This position requires resourcefulness, good judgment, persistence, and flexibility
  • Relationship management skills with ability to collaborate, influence and build professional relationships in a cross-functional environment
  • Work collaboratively with management and other functional teams to proactively identify, assess, and mitigate risks.  Proactively identify opportunities for change that will add value to achievement of business objectives
  • Ability to demonstrate a high degree of initiative, curiosity, with an eagerness to learn
  • Strong team player with excellent verbal and written communication skills
  • Engage with internal and external stakeholders to devise and execute recovery plans, leveraging product experience and project/process management experience
  • Ability to approach problems in a quantitative and qualitative manner, and partner with the business to define recovery needs, and drive the solution
  • Maintain a working knowledge of the organization, business products and services, and technology solutions to act as an advisor among all stakeholders
  • Drive establishment and refinement of metrics that give visibility into opportunities, insight into root cause and accountability for improvement
  • Participates with other senior managers to establish strategic plans and objectives. Makes final decisions on administrative or operational matters and ensures operations' effective achievement of objectives


  • BS/BA degree or work equivalent
  • 8+ years related experience
  • Proficient in Microsoft Office, SharePoint, Visio and MS Project
  • Basic knowledge of internal systems & software (examples:  Kana, Intranet, web-based applications)
  • Familiarity with regulatory compliance requirements for merchants, products and customer experience preferred
  • Familiarity with PayPal, PayPal Credit, and the merchant processing industry, particularly risk and operational processes required
  • Familiarity with the PayPal payment processing and accounting system
  • High energy and creativity, an entrepreneurial spirit and the desire to work in a fast growth and changing environment

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

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


Job ID: 3514

Posted 18 days ago

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