SVP, Chief Service Experience Officer

About the Company

PayPal has been a trailblazer in global commerce for over 25 years, delivering innovative services that simplify, personalize, and secure transactions. Serving consumers and businesses across roughly 200 markets, PayPal connects hundreds of millions of merchants and consumers through a proprietary payments platform facilitating online and in-person payments. Customers can pay and receive funds using various sources including bank accounts, PayPal or Venmo balances, credit/debit cards, cryptocurrencies, and gift cards. The company’s suite of products like PayPal, Venmo, and Xoom also supports safer peer-to-peer transfers. Merchants benefit from a comprehensive payments solution offering authorization, settlement, instant fund access, customer engagement, risk management, and cross-border trade facilitation.

Role Overview

The Chief Service Experience Officer (CSEO) leads PayPal's Global Servicing Operations teams responsible for acquiring, retaining, and delighting over 420 million consumers and merchants on the platform. This executive will spearhead strategies and process improvements to elevate customer engagement and support services worldwide. Collaborating with business unit leaders, product managers, marketing executives, and risk teams, the CSEO designs data-driven programs to enhance satisfaction, grow market presence, reduce churn, and boost operational efficiency and profitability.

Key Areas of Responsibility

• Oversee seven major components of Global Servicing Experience including Platforms, Centers of Excellence, Risk Operations, Product, Servicing, and Agentic Platforms.
• Drive the creation of next-generation support capabilities and localized services to improve consumer and merchant journeys across diverse markets.
• Bridge product, operations, marketing, and sales to minimize friction, reduce manual workload, and ensure transparent support at scale.
• Develop and implement data-informed strategies to improve customer service policies, enhance onboarding, reduce acquisition costs, increase engagement, loyalty, and retention via personalization.
• Enable operational rollout and market localization of PayPal’s products to maximize growth, efficiency, and profitability.
• Leverage consumer and merchant insight tools, including CSAT and NPS metrics, to fine-tune support infrastructure.
• Integrate advanced automation and AI technologies, such as chatbots and self-service tools, to optimize service delivery.
• Establish streamlined case management policies minimizing friction in onboarding, dispute resolution, and chargebacks.
• Collaborate with executives on product launches and marketing strategies to expand revenue and customer retention.
• Evaluate product investment impacts on ROI and consumer experience.
• Prepare and deliver strategic presentations to senior leadership and the Board, aligning cross-functional teams on service strategies and performance.
• Lead planning processes identifying key risks and opportunities in service and support investments.

Qualifications

• Over 15 years of progressive leadership in customer experience, service delivery, or operations within global tech, fintech, or financial services sectors.
• Proven success managing large cross-functional teams resulting in enhanced customer satisfaction, retention, and revenue growth.
• Expertise in Voice of Customer programs, NPS/CSAT methodologies, and customer journey analytics with ability to convert insights into enterprise strategies.
• Strong commercial acumen linking customer experience strategies with financial performance including revenue retention and share-of-wallet growth.
• Demonstrated deployment of agentic AI, automation, and self-service tech at scale globally.
• Exceptional executive communication skills with extensive experience presenting to Boards and senior leadership.
• Bachelor’s degree required; MBA or advanced degree in Business, Marketing, or related field preferred.

Additional Information

This role requires no travel. Pay ranges by location from $350,000 to $450,000 annually, with potential for performance bonuses, equity, or other incentives. PayPal emphasizes diversity, equity, inclusion, and offers balanced hybrid work arrangements with three days in-office and two days flexible between home or office. Candidates should be alert for recruitment fraud, as PayPal does not charge fees or request passwords or verification codes during hiring.

Inclusion & Diversity

PayPal is committed to equal employment opportunity and provides reasonable accommodations for disabilities. The company fosters a workplace culture of inclusion where every employee feels valued and supported in their best work.