Customer Self-Service Strategist


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.

PayPal is seeking a Customer Experience Strategy Manager to join our Global Customer Service team. This position will provide develop strategic vision for our Self-Service capabilities across multiple channels. The successful candidate will be comfortable with driving vision, strategy, and prioritization in partnership with our Product Development partners. They will be required to work autonomously and professionally to meet tight deadlines while striving to deliver an excellent level of customer service. This role would be ideal for an individual who is proactive, able to manage their time and workload effectively and has a great level of attention to detail, with a passion for using data to drive decision making in a corporate environment.

Customer Self-Service Strategy at PayPal

This role is responsible for building the strategy for self-service, leading into our customer interaction channels, in order to create an amazing servicing experience for our customers.  In addition, this role will research customer pain points and devise business cases and strategies for improvement in the overall experience. This role will heavily rely on data, research, and team feedback to identify the growing needs of the business, identify opportunities for improved customer self-service, and prioritize initiatives to address those needs. The ideal candidate has exceptional analytical and communication skills as well as the desire and ability to drive projects forward by influencing cross-functional teams. 

What You’ll Do :

•         As the owner of Customer Experience strategy and self-service initiatives, you will develop a multi-phased customer experience strategy, identifying customer pain points, as well as enhancing the overall customer experience servicing strategy 

•         This role will influence cross-functional teams and leadership across the company to ensure that we meet our customers’ needs while helping prioritize the building of new customer-facing experiences and improve underlying processes. 

•         Work with Product, Engineering, Legal, Risk, and Compliance teams to ensure a smooth translation of customer focused initiatives into the product roadmap 

•         Execution 

o    Create a persistent focus on improving the customer experience through self-service and innovative solutions  

o    Drive the organization to improve customer operations for best-in-class customer experience delivery 

o    Own & implement strategic projects influencing key Customer Support initiatives  

o    Collaborate across internal teams – product management, engineering, UX design, Risk, operations – to identify opportunities to improve the customer experience (both product changes and operational process improvement)  

o    Lead complex, cross-functional projects/programs; leading projects through the entire lifecycle from building plans, gaining buy-in across teams, identifying risks, leading key stakeholder communications, to implementing monitors and controls to ensure ongoing performance 

o   Partner with data analytics resources to understand activity-based costing of products, services, and enhancements  

o    Present business cases, projects, and analyses in an easy-to-understand way to different audiences across different levels of leadership (e.g. compliance, finance, engineering, support, business development, risk, senior management, operations teammates, etc) 

•         Performance measurement & reporting 

o    Use data to build insights about business performance throughout Customer Support Strategy, self service and operations 

o    Accountability for metrics related to self-service, reducing inbound contacts, and the overall customer experience 

o    Develop progress reporting across functions  

•         Strategy 

o    Evaluate the needs of the overall customer service organization and determine what is needed to be most successful - including a holistic view of all locations/activities  and End to End Customer Journey assessments

o    Lead discovery and implementation of innovative customer servicing systems and technology to support our user growth 

o    Lead customer service strategy relative to self-service, inbound channel optimization, contact routing, and improving efficiency  

  • IVR 
  • Help Center  
  • In App self service  
  • Chat/Messaging/Digital Channels
  • Cross-Channel Omnichannel Self-Service solutions

o    Use customer feedback to enable learnings and drive critical corrective actions in order to improve perception and establish customer loyalty 

o    Work with various teams to define the strategy to enhance the customer experience, including resource allocation, new processes, feature set requirements, and strategy 

o    Size new opportunities to determine the potential for customer effort reduction as well as CS efficiency  

o    Perform research to identify product / customer experience gaps 

o    Work with the product and technology teams to drive innovation aimed at improving the customer experience 

What We’re Looking For:

•         5-7 years experience in management consulting or a financial, banking institution is preferred

•         BA/BS degree or MBA degree preferred 

•         Experience working with Customer Service and/or Operations Organizations  

•         Strong problem-solving skills and ability to make quick decisions in complex environments 

•         Willingness to roll up your sleeves to dig up the evidence you need to make compelling arguments 

•         Proven track record of owning & executing on large cross-functional initiatives and delivering results 

•         Financial modeling, data analysis, and the ability to leverage analytics to drive sound decision-making 

•         Exceptionally strong communication skills, including experience effectively communicating with senior management 

•         Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) 

•         Leadership, communications and relationships skills  

•         Proactive, self-sufficient, and shows tremendous initiative 

•         Have fun, enjoy yourself and laugh! 

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 mor

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: 6280

Posted 16 days ago

Share This Job