Sr Dir, HR BP - Global Customer Services

PayPal

Job Description

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. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

We are looking for an enthusiastic and talented HR leader who possesses a deep knowledge of what it means to partner with the business to join our HR Business Partner team! You will partner with the Global Customer Services (GCS) leadership team to drive and evolve forward-thinking global talent strategies and services. You will own the development and implementation of thoughtful engagement with our team and employees to advance one-of-a-kind employee experiences. The right leader will learn the Global Customer Services business, culture and people inside and out. This role will partner closely and have accountability to the SVP, Global Customer Services and senior leadership team of this organization to drive business outcomes and strong employee engagement through the development and implementation of aligned talent strategies. This leader accountable for leading programs at scale, from need identification to implementation, considering the unique needs of our internal customers and in close partnership with the HR Centers of Excellence (Talent & Organizational Development, Total Rewards, Talent Acquisition, Employee Central & Advocacy). Responsibilities will be strategic and broad: leadership consulting on HR matters, people manager coaching & development, performance and talent management, organizational realignment and workforce planning, talent sourcing, hiring & retention strategies, and HR program development and implementation. This role will be responsible for helping to strengthen the senior leadership team of the function by providing coaching and guidance to senior leaders to further develop their leadership capability, impact, and capacity. This is a great opportunity to be a true owner in a fast-paced, globally dispersed environment, helping people to succeed and thrive in our culture.

About Global Customer Services

We are reinventing customer service at PayPal to help make our services effortless, accessible, and essential for today’s customers and to fuel our goal of serving billions of people around the globe. We are creating effortless experiences by being customer champions in everything we build and deliver to attract, empower, enable, and engage people on our platform. We are daring to innovate and committed to partnering across the company to shift from transactional to relational service and to deliver our services consistently with quality and care because we value each customer as if they were our only customer.

Key Responsibilities:

  • Operate as the HR leader and business partner for Global Customer Services to develop and steward a holistic talent plan that supports strong business results
  • Demonstrate impeccable integrity with values consistent with the Company
  • Results-driven individual who can translate business priorities to actionable plans
  • Build credibility and trust with leaders and employees across all levels
  • Deep business acumen and collaborative approach, with the executional know-how of building & scaling programs globally through ongoing development, support, and engagement of employees
  • Provide thought leadership and support on advancing Diversity, Inclusion, Equity & Belonging strategies
  • Analytical and critical thinking with a metrics-driven approach to talent solutions and the ability to leverage people analytics and insights to create compelling narratives for change to gain sponsorship
  • Ability to root-cause issues, match people strategies to business strategies, and deliver global programs that drive results
  • Ability to analyze complex situations and make clear and strategic recommendations for business leaders and their teams
  • Effective and influential communicator who tailors communication style as needed
  • Empathetic leader who can coach employees and managers through complex situations and sensitive matters
  • Team oriented builder who understands how to achieve buy-in from diverse constituencies, builds bridges and designs “win-win” solutions across a matrix management organization
  • Ability to flourish and navigate complexity in a rapidly changing organization and operate comfortably in ambiguous situations
  • Partners with business to drive & lead through dynamic change and organizational evolution
  • Builds and fosters an inclusive and diverse culture aligned to our vision, mission & values
  • Enables people manager and leadership team effectiveness
  • Hire and develop global HR business partner team

Qualifications:

  • 10+ years of HR business partner experience in roles of progressively increasing scope and in matrixed, high-growth, global organizations
  • Experience in partnering with customer operations organizations desirable; specifically, experience in implementing HR talent and volume-based hiring strategies to support globally distributed customer service workforce
  • Experience in a high profile, strategic HR role with strong executive-level interface and a high degree of executive influence
  • Significant depth in organizational design & learning, people manager development and coaching, facilitation, and employee relations is desired
  • Bachelor’s Degree in Human Resources Management, Business Administration, or equivalent experience is required, with preference for an advanced degree in Human Resources or Business Administration

The type of HR leader that flourishes at PayPal (behaviors, motivations, the how):

  • Holistic Business Leader – a leader with management experience in a global matrix organization who can operate across boundaries and link HR strategies to business outcomes
  • Results Focus – has the drive and operational excellence to meet or exceed goals and objectives by solving problems creatively
  • Strong Collaborator – who partners with stakeholders for win-win
  • Change Agent – we are rapidly evolving as a business and need someone who can be at the helm to lead change thoughtfully
  • Thought Leader – uncovers insights to create and guide new HR strategies
  • Nurturer of Talent – to bring out the best in individuals and teams
  • Deals with Ambiguity – to take the unknown into action
  • Challenges the Status Quo – be a thought-provoker to push new ideas and approaches
  • A Believer in the “Greater Good” – one who always puts others’ needs above their own

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 paypalglobaltalentacquisition@paypal.com.


For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. 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 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.

R0079167

Job ID: 9141

Posted Yesterday

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