Senior Vice President, Chief Service Experience Officer

About PayPal

PayPal has been transforming the global commerce landscape for over 25 years by providing innovative, easy-to-use, and secure payment solutions. Operating in nearly 200 markets, PayPal empowers millions of consumers and merchants worldwide to participate and thrive in the global economy with proprietary payment options that support a variety of funding sources, including bank accounts, credit and debit cards, cryptocurrencies, gift cards, and branded credit products. Our platforms facilitate not only purchases and payments but also peer-to-peer transfers safely and transparently.

Role Overview

The Senior Vice President and Chief Service Experience Officer (CSEO) leads the Global Servicing Operations teams that support over 420 million consumers and merchants on PayPal's platform. The position focuses on enhancing strategies, processes, and initiatives that improve customer engagement, satisfaction, and retention, while driving operational excellence and profitability. The CSEO collaborates closely with various internal stakeholders spanning product, marketing, risk, and business units.

Key Responsibilities

• Direct the global strategy for PayPal's consumer and merchant support services, including channel partnerships and growth markets.
• Lead and motivate a large, cross-functional team to deliver outstanding service experiences.
• Analyze data to optimize operations, increase transaction conversion, retention, and refine policies to enhance customer journeys.
• Work with product and marketing teams to improve onboarding, reduce acquisition costs, and boost engagement through personalized experiences.
• Oversee localization and operational rollout of PayPal’s products globally, focusing on growth and efficiency metrics.
• Leverage customer feedback tools such as CSAT and NPS surveys to guide service infrastructure enhancements.
• Integrate advanced technology like AI, chatbots, and automation to improve service scalability and efficiency.
• Establish and enforce policies to minimize friction, improve transparency, and streamline issue resolution processes.
• Partner with executive leadership on product launches and marketing to increase customer loyalty, reduce churn, and enhance revenue.
• Evaluate investment returns related to consumer and merchant experience enhancements.
• Prepare and present detailed reports and narratives to senior leadership and the Board about service performance and strategy.
• Lead annual and quarterly planning for service operations, identifying key business risks and opportunities.

Qualifications

• Over 15 years' leadership experience in customer experience, service delivery, or operations within technology, fintech, or financial services.
• Proven success in managing large, cross-disciplinary teams and driving metrics related to customer satisfaction and business growth.
• Expertise in Voice of Customer programs, NPS/CSAT methodologies, and customer journey design.
• Strong ability to connect customer experience strategies directly to financial results.
• Experience deploying AI-driven automation and self-service systems in global markets.
• Excellent communication skills with frequent presentations to senior leadership and boards.
• Bachelor’s degree mandatory; MBA or related advanced degree highly preferred.

Additional Information

• Position headquartered in Austin, Texas with a base pay range of $350,000 to $450,000 annually.
• Potential for additional compensation including bonuses and equity.
• Role requires zero percent travel.
• PayPal offers a hybrid work model balancing office and remote work.
• Comprehensive benefits covering physical, emotional, and financial wellness.
• Commitment to diversity, equity, inclusion, and accommodation.

Important Notices

PayPal does not charge candidates for any part of the recruitment process and warns against scams requesting passwords or one-time codes. All official communications occur from PayPal domains. Candidates with disabilities can request accommodations for the application process.