Director, Business Operations, Service

Director, Business Operations, Service Experience

Employer:

Pay Pal

Job Description

Summary:

This job uses knowledge and direction to influence decisions as an advisor or counsel, establishing overall business or technical strategy for the organization. They spend significant time on strategy and influencing decision‑making at the executive level.

• Establish overall business or technical strategy for the business operations of aligned organization.
• Influence decisions as an advisor or counsel to business leadership.
• Drive strategic objectives and ensure resources are effectively allocated.
• Provide oversight and support for planning and management of financial, budget, and headcount targets.
• Act as a liaison between business leadership, staff, and other key partners.
• Optimize workflows and drive process improvements to enhance organizational performance.
• Drive and monitor Objectives and Key Results (OKRs) to address gaps in business and operations.

• 10+ years relevant experience and a Bachelor’s degree OR any equivalent combination of education and experience.

Pay Pal’s Service Experience organization is focused on winning, keeping, delighting, and doing more for the 430 M consumers and merchants on Pay Pal’s platform. This team has end‑to‑end accountability for driving delightful and profitable support and service experiences in markets around the world. The team ensures seamless execution, drives profitable growth, and supports the global sales and distribution of Pay Pal's products and services.

Reporting to the Chief Service Experience Officer, the Director, Business Operations will oversee the development of strategies and coordination of work streams that enable the best experiences for Pay Pal’s products and services. This role works closely with Product, Finance, Engineering, Sales, Service, and Support teams on cross‑functional initiatives focused on operational efficiency, commercial imperatives, and investment analyses that drive customer satisfaction, product adoption, enhanced growth, and reduced churn.

Key responsibilities include:

• Collaborate with senior cross‑functional leaders and represent Service Experience strategy to senior leadership.
• Develop strategies and investment analyses that balance operational, product, and commercial tradeoffs; provide recommendations to senior leadership through storytelling and quantitative rigor.
• Maintain a repository of competitive intelligence and stay informed of market trends to inform opportunities and mitigate risk.
• Evolve team operating model, including processes to enable strategic planning and monitoring of business performance.
• Drive analyses on the impact of product and operational investments, including impact on revenue, unit economics, and overall customer metrics.
• Use data to drive operational efficiency, improve funnel conversion and retention, and identify opportunities to enhance the customer journey.
• Drive work streams focused on quality assurance through standardization of go‑to‑market systems, processes, and tools.
• Plan, design, and orchestrate workforce management initiatives and footprint strategy that optimize for budget constraints, operational efficiency, and talent capabilities.
• Own end‑to‑end planning and execution of commercial, technical, and support work streams, including stakeholder and project management.

Annual base salary: $137,500 – $236,500 (U.S. national annual pay range). Total compensation may include an annual performance bonus, equity, and benefits. Health, dental, vision, and other benefits are available.

Pay Pal offers a flexible work environment, employee share options, health and life insurance, and more. Visit for details.

Pay Pal 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. Pay Pal will provide reasonable accommodations for qualified individuals with disabilities.

For assistance, contact paypalgloba

We strive to create an inclusive environment where every employee feels valued. We continue to take tangible actions to enrich inclusivity and belonging.

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