SVP, Chief Service Experience Officer
San José, San José Province, Costa Rica · Full Time
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- Experience
- 15+ yrs
- Salary
- USD 350,000 – USD 450,000 / year
- Openings
- 1
- Posted
- 1 hour ago
- Work mode
- In office
- Education
- Bachelor's degree
- Resume
- Required to apply
Where you'll work
Job description
About PayPal
PayPal is a global commerce innovator operating for over 25 years, enabling seamless, secure, and personalized transactions for consumers and merchants in roughly 200 markets worldwide. We facilitate connections and payments across online and offline channels leveraging proprietary solutions that support various funding methods including bank accounts, credit/debit cards, PayPal/Venmo balances, branded credit products, cryptocurrencies, gift cards, and eligible rewards. Our suite also supports global cross-border commerce, assisting merchants in expanding reach and simplifying international trade.
Role Overview
The Chief Service Experience Officer (CSEO) leads PayPal's Global Servicing Operations for more than 420 million consumers and merchants, focusing on customer satisfaction, growth, retention, and operational efficiency. Collaborating with cross-functional teams from product, marketing, risk, and business units, this role drives data-informed strategies to enhance service experiences end-to-end.
Key Responsibilities
- Lead global strategy for PayPal's consumer and merchant support, including partnerships and market growth segments.
- Inspire and develop teams focused on delivering exceptional experiences.
- Leverage data analytics to enhance operational efficiency, transaction success, customer retention, and journey simplification.
- Collaborate with product and marketing leaders to optimize onboarding, reduce acquisition costs, and boost engagement through personalized experiences.
- Manage localization and operational readiness of PayPal's products internationally to drive profitability and scalability.
- Utilize customer feedback tools to continuously improve service infrastructure across channels.
- Implement advanced technologies like AI, automation, chatbots, and self-service solutions to elevate support services.
- Develop policies that ease service friction, ensure transparency, and streamline case management processes.
- Partner with executives to support product launches and marketing initiatives aimed at revenue growth and customer loyalty.
- Evaluate ROI on service investments impacting revenue and user experience.
- Prepare and present detailed analyses and strategic recommendations for senior leaders and the Board of Directors.
- Lead annual and quarterly planning for service investments, identifying risks and opportunities.
Team Structure
- Servicing & Communications Platform
- Service Experience Center of Excellence
- Risk Operations
- Service Experience Product
- Consumer and Merchant Servicing
- Agentic Servicing Platform
Qualifications
- More than 15 years of leadership in customer experience, service delivery, or operations, preferably in global technology, financial services, or fintech sectors.
- Proven ability to build and guide large cross-functional teams that drive measurable improvements in satisfaction, retention, and revenue.
- Expertise in Voice of Customer programs, NPS/CSAT systems, and customer journey mapping with strong data-driven strategic application.
- Business acumen with experience correlating customer experience strategies to financial results including revenue and share-of-wallet increases.
- Successful implementation of AI-driven automation and self-service technologies to transform service operations at scale.
- Exceptional communication skills with extensive experience addressing executive leadership and boards.
- Bachelor's degree required; advanced degree such as an MBA preferred.
Additional Information
- Work Location: San Jose, CA (Hybrid model: 3 days onsite, 2 days remote/flexible).
- Travel Expectation: Minimal (0%).
- Compensation Range: $350,000 to $450,000 annually depending on location and experience, plus potential performance bonuses and equity incentives.
- Benefits: Comprehensive programs supporting physical, emotional, and financial wellbeing; competitive paid time off; healthcare coverage; mental health resources.
- Diversity & Inclusion: Commitment to equal employment opportunity and reasonable accommodations for disabilities.
- Fraud Alert: PayPal does not charge fees during recruitment and warns about fraudulent requests for passwords or verification codes.