Senior Vice President, Chief Service Experience Officer

About PayPal

With a history spanning over 25 years, PayPal has been transforming global commerce by delivering innovative and secure ways for people to move money, shop, and sell. Serving approximately 200 markets, PayPal enables both consumers and businesses to participate and succeed in the global economy through a robust, two-sided network connecting millions of merchants and consumers worldwide.

PayPal operates not just as a conduit to payment networks but also offers proprietary payment solutions accepted by numerous merchants, facilitating seamless transactions across its platform. Users enjoy flexible payment and receipt options, including bank accounts, account balances, credit/debit cards, cryptocurrencies, and other stored value products. Products like PayPal, Venmo, and Xoom simplify and secure peer-to-peer money transfers. Moreover, PayPal empowers merchants with comprehensive payment solutions, risk management, and global transaction facilitation.

The company’s core values of Inclusion, Innovation, Collaboration, and Wellness guide everyday business conduct, fostering a supportive environment focused on mutual care and serving customers worldwide.

Role Overview

The Chief Service Experience Officer (CSEO) will lead the Global Servicing Operations team, which supports over 420 million PayPal consumers and merchants globally. The focus is on accelerating strategies and processes that enhance customer engagement, satisfaction, retention, and operational profitability. This executive role collaborates with cross-functional leaders—ranging from GMs and Product Heads to Marketing, Risk, and Market Operations—to implement data-driven programs that improve overall service experiences.

Team Structure and Scope

• Servicing & Communications Platform
• Service Experience Center of Excellence
• Risk Operations
• Service Experience Product
• Consumer and Merchant Servicing
• Agentic Servicing Platform

Key Responsibilities

• Lead global strategy for consumer and merchant support across channel partnerships, enterprise, and growth markets.
• Build, mentor, and inspire a high-performing team dedicated to delivering exceptional service experiences.
• Leverage data analytics to enhance operational efficiency, increase transaction conversions, reduce customer churn, and refine journey policies and processes.
• Collaborate closely with Product and Marketing teams to improve onboarding, decrease acquisition costs, and boost product engagement through tailored personalization.
• Manage operational enablement and market-specific service localization to drive growth and optimize profitability worldwide.
• Utilize feedback mechanisms such as CSAT, NPS, and qualitative research to continuously enhance PayPal's service infrastructure at scale.
• Innovate service delivery using advanced technologies including self-service tools, chatbots, and generative AI to elevate platform efficiency.
• Establish and streamline policies to minimize friction in customer experiences, improve transparency, and expedite case management processes.
• Engage with senior executives to assess product launches and marketing strategies aimed at expanding wallet share, improving retention, and increasing loyalty.
• Evaluate ROI impacts of investments on revenue, unit economics, and overall customer experience.
• Prepare and present comprehensive reports and narratives relating to platform experience performance for senior leadership and board members.
• Oversee quarterly and annual strategic planning to identify risks and business opportunities tied to service and support functions.

Qualifications & Experience

• Minimum of 15 years progressive leadership in customer experience, service delivery, or operations within fintech, global technology, or financial sectors.
• Proven record for effectively leading large, cross-functional teams and achieving notable improvements in customer satisfaction, retention, and revenue.
• Expertise in Voice of Customer (VoC) programs, NPS/CSAT methodologies, and journey mapping, with ability to translate insights into enterprise strategy.
• Strong commercial understanding linking service strategies directly to financial metrics such as revenue retention and profitability.
• Demonstrated success implementing AI-driven automation and self-service to scale global service delivery transformation.
• Outstanding communication skills with experience addressing boards and senior management.
• Bachelor’s degree required; advanced degrees such as MBA preferred.

Additional Information

This position requires no expected travel and is based in New York, NY. PayPal's hybrid work model includes three days onsite for collaboration and two days remote work. The salary range for this role at the New York location is $350,000 to $450,000 annually, complemented by potential bonuses, equity, or other incentives.

PayPal emphasizes a richly inclusive environment and provides equal employment opportunities for all candidates. They maintain rigorous fraud prevention practices during recruitment and offer comprehensive employee benefits prioritizing physical, emotional, and financial well-being.