Group Leader, Customer Solutions


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 305 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.

At PayPal, we put people at the center of everything we do. The PayPal Group Leader leads a team of Team Leaders/Team Support Leaders who are dedicated to driving world class service for our customers. This includes motivating, building, coaching and developing Team Leaders to become highly effective, responsive, inclusive and people-focused leaders. A key accountability is to spend time coaching Team Leaders enabling them to become a high performing team that meets and exceeds performance goals. The Group Leader participates in hiring, on-boarding and retaining the right talent for the team. This role also manages the workflow, escalations and delegations across the leadership team as well as managing service levels while continually looking for areas for improvement. The Group Leader collaborates with Directors on ideas for improvement, implementing strategy and execution plans, and adjusting processes, as well as providing management guidance to the team, assessing resources, monitoring daily metrics, and providing feedback to Directors. Group Leaders are expected to effectively lead a team of 10-12 Team Leaders and has an indirect leadership of 100-150 Teammates. In this capacity, the Group Leader is accountable for developing and growing exceptional talent at all levels. Additionally, the Group Leader is responsible for establishing a people-focused culture where empowerment is encouraged, diversity and inclusion is part of the culture, and engagement is high. The Group Leader serves as role model of strong values and ethics. Is agile to the changing needs of our customers and drives needs-based initiatives through effective communication, coaching, and best practice sharing.

  • Sets clear goals and measurements, drives team results to achieve/exceed organization goals/KPIs
  • Coaches and develops a team of Team Leaders and teammates into a highly responsive team that meets and exceeds the required published performance standards
  • Ensures Team Leaders are coaching, developing and communicating with their teams routinely and effectively through conducting coach the coach sessions and observations of their Team Leaders in various forums (i.e., huddles, coaching sessions, Team Learning Sessions, etc.)
  • Utilizes behavioral based coaching model when coaching Team Leaders enabling the leaders to self-assess the methods to be successful in achieving goals
  • Creates an inclusive and trusting work environment and culture where everyone is motivated to perform at their highest level while meeting the leadership standard
  • Proactively leads and facilitates constructive two-way dialogue between Team Leaders and other functions to drive operational excellence  
  • Utilizes a diverse range of development (i.e., classroom, exposure, mentoring, on the job training and experience) to grow Team Leaders
  • Utilizes Situational Leadership skills to effectively delegate and adjust coaching style to the performance and knowledge level of the teammate and Team Leader being coached
  • Utilizes Performance Development Planning process to enable the team to create and follow up on plans for teammate and Team Leader career development
  • Utilizes effective time management skills to ensure effective prioritization of time to drive results through leveraging high impact coaching and development activities
  • Establishes global relationships with other leaders and business units, and support groups, throughout the organization, to ensure excellent information flow and feedback on impacts of process, policy and product changes

Preferred Qualifications

  • Strong verbal and written communication skills, and the ability to effectively communicate with teammates, leaders and business unit leadership
  • Track record of creating inclusive, high performing teams
  • Excellent organizational, communication, and interpersonal skills
  • Ability to influence and drive positive changes in performance utilizing data and reports
  • Ability to recognize the need for and lead through change management initiates while maintaining and driving teammate engagement
  • Proven ability to overcome resistance and drive Team Leaders to meet and exceed on customer experience goals and business goals
  • Effectively influences Team Leaders to target coaching opportunities and ensure continuous performance improvement
  • Ability to anticipate trends and patterns, act quickly to change course and maintain momentum towards reaching established goals
  • Ability to define and utilize quantitative and qualitative management information reports to increase overall performance scores and drive for positive results
  • Proficiency in systems (Internet, Office Applications) and proficiency in and/or ability to quickly learn internal business systems

Job Requirements

  • 7 + years of experience in people management
  • Customer communication experience
  • Bachelor’s degree or equivalent work experience

Our world-class culture is something we’re proud of.  We’re committed to creating a thriving and inclusive workplace with great benefits including:

  • Excellent medical and dental benefits that start day one.
  • Competitive salary.
  • 401k match and employee stock purchase plan.
  • Generous PTO and sick time policies
  • Ongoing training, tuition reimbursement and support to help you realize your full career potential.
  • Give back to local communities through our many fundraising and volunteer opportunities.
  • PayPal’s sabbatical program provides four weeks of paid time off after every five years of service.
  • Active social groups, onsite events, onsite gym, cafe, games and arcade rooms, relaxation zones and so much more!

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: 5519

Posted 20 days ago

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