Service Experience Incident Lead jobs at Paypal in Ireland, Dublin

Essential Responsibilities:

• Inputs to product strategy with cross-functional stakeholders consistent with the shared vision for the product or enabling platform.
• Implements the architectural roadmap that balances innovative design and technical implementation, while balancing regulatory requirements, time-to-market, meeting customer needs and product profitability.
• Controls for the customer experience and customer needs in product requirements and as an input to decision making.
• Monitors metrics that inform the success of products including usability studies, research and market analysis.
• Manages one or more workstreams to include analytics, customer discovery, market research and competitive analysis to drive data-driven decision-making.
• Monitors product profitability measures, including budget.
• Participates in operational mechanisms that drive execution and accountability including Product Reviews, Operating Reviews, and Business Reviews. Interfaces with product and technology leadership as needed.
• Partners with content developers, data scientists, product designers and user experience researchers.

Expected Qualifications:

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

​

• Partner deeply with vertical business teams to understand their unique risk, compliance, identity and servicing challenges and translate into actionable solution requirements

• Design and Deliver customer centric solutions and leverage PayPal’s core capabilities while addressing the specific needs of different verticals and their end customers

• Identify Opportunities to enhance customer experiences through innovative applications of risk and platform capabilities across different business contexts

• Facilitate knowledge sharing and best practices across vertical teams while building reusable solution components that can benefit multiple business units

Your day-to-day

• Engage directly with vertical business teams including consumer, merchant, checkout teams to understand their specific customer challenges and solution requirements

• Collaborate with product managers and engineering to design and oversee end to end solution delivery

• Work closely with platform teams to influence platform roadmaps, advocate for new capabilities needed by vertical teams and provide feedback on platform features

• Monitor solution performance and customer impact by tracking key OKRs, and customer feedback to drive continuous improvement

• Identify and champion externalization opportunities for internal solutions, transforming them into market ready offerings, helping external customers solve similar challenges

Our Benefits:

Any general requests for consideration of your skills, please

Essential Responsibilities:

• Collaborate with internal teams to enhance process efficiency.
• Influence the quality and effectiveness of lead development programs.
• Determine appropriate actions by considering alternative solutions.
• Provide analytical insights and recommendations for process improvements.
• Support team performance and coordinate activities across peer groups.

Minimum Qualifications:

• Minimum of 5 years of relevant work experience and a Bachelor's degree or equivalent experience.

• Manage, mentor, and inspire a team of BDRs to exceed activity and pipeline targets.
• Provide daily in-office guidance, performance feedback, and sales coaching.
• Foster a collaborative and high-energy culture on the sales floor.
• Oversee lead qualification, outbound prospecting, and opportunity creation.
• Monitor and optimize BDR activities (calls, emails, social outreach, meetings booked).
• Ensure smooth lead handoff to Account Executives.
• Drive adoption of sales tools (e.g., Salesforce, LinkedIn Sales Navigator, Outreach/HubSpot).
• Track and analyze team KPIs; report performance to senior sales leadership.
• Contribute to playbook development and best-practice sharing.
• Partner with Marketing to improve lead generation campaigns.
• Align with Account Executives and Sales Managers on pipeline strategy.
• Share front-line insights with Product and Strategy teams.• 2–4 years’ experience in business development, inside sales, or sales operations (fintech or SaaS preferred).
• Demonstrated ability to mentor peers or lead small teams.
• Strong grasp of sales development processes and metrics.
• CRM proficiency (Salesforce preferred) and experience with sales engagement tools.
• Excellent communication, motivational, and organizational skills.
• Ability to thrive in a fast-paced, office-based team environment.

Any general requests for consideration of your skills, please

Essential Responsibilities:

• Scope: The project & program responsibilities are focused on internal information system-specific project tasks or non-technical project completion using an internal customer perspective, both typically from initiation through delivery.
• Develop comprehensive project plans and manage project portfolios.
• Lead and mentor project teams.
• Coordinate efforts across various teams to maintain progress and quality.
• Identify and mitigate significant project risks.
• Ensure all deliverables meet rigorous quality standards.
• Provide strategic updates to senior stakeholders.
• Manage project budgets and resources effectively.

Minimum Qualifications:

• Minimum of 5 years of relevant work experience and a Bachelor's degree or equivalent experience.

Preferred Qualification:

Adaptability: Service-oriented, adaptable, and resilient to dynamic incident scenarios.

Accountability: Results-driven with a strong sense of personal accountability.

Detail-Oriented: High attention to detail, quality control, and process adherence.

Analytical Thinking: Advanced skills in analyzing data, defining insights, and presenting metrics (e.g., KPIs).

Interpersonal Skills: Strong listening skills, ability to build rapport, and proactive awareness of internal and external challenges.

Flexibility to handle incidents beyond standard working hoursincidents don’t adhere to a 9-to-5 schedule.

Our Benefits:

Any general requests for consideration of your skills, please

Job Description:

:

Leadership and Team Management:

• Lead, mentor, and develop a team of client relationship and account managers, fostering a high-performance culture
• Set clear objectives and expectations for the team, ensuring alignment with organizational goals
• Provide coaching and support to team members to achieve key performance indicators (KPIs) related to client engagement, retention, and growth
• Serve as an escalation point for complex client issues, ensuring timely and effective resolution
• Facilitate regular team meetings to share updates, best practices, and strategies for success

Client Relationship Management:

• Oversee client engagement strategies for the team, ensuring a strong focus on building and maintaining long-lasting relationships
• Partner with team members to develop tailored solutions that align with PayPal’s offering and client needs
• Guide the team in fostering high-value engagements with merchants
• Monitor client escalations and ensure the team responds effectively and in a timely manner

Portfolio and Account Management:

• Manage a subset of high-priority accounts directly
• Monitor overall portfolio performance, identifying trends and opportunities to enhance client satisfaction and retention
• Provide strategic oversight to drive merchant re-engagement, ensuring the team achieves KPIs tied to growth and value creation

Growth and Strategy:

• Work with the team to identify cross-sell and upsell opportunities, delivering innovative solutions to clients
• Collaborate with Sales and Technical teams to close complex or high-value opportunities
• Shape strategies to drive account retention, growth, and client satisfaction, ensuring alignment with organizational objectives.

Operational Excellence:

• Oversee the preparation of reports on portfolio performance, offering insights into progress and key drivers of success.
• Ensure collaboration across internal departments to facilitate smooth execution of campaigns and client services.
• Continuously identify opportunities to improve team processes, ensuring operational efficiency.

Qualifications

• Bachelor’s degree (Business, Marketing, Communications, or a related field preferred)
• 7-10 years’ experience in customer service, sales, or account management, and prior experience of management of client facing teams
• Proven track record working with mid-market sized businesses
• Excellent communication and interpersonal skills
• Strong organizational skills and attention to detail
• Analytically minded and comfortable with reviewing data to identify trends and make relevant recommendations
• Results-Oriented: Demonstrated ability to meet and exceed performance targets
• Ability to thrive in a fast-paced, dynamic environment; work independently and as part of a team
• Fluency in English
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Salesforce (preferred)

Our Benefits:

Any general requests for consideration of your skills, please

• Everything we do on a daily basis has one overarching goal: maintaining our regulatory obligations and ensuring a customer-centric approach.
• We strive to be best in class specialists who are constantly learning and developing our skills through best practice sharing and relevant training.
• We work as a team and collaborate closely with our partners in the GSICPI teams to serve our customers and community by providing a safe and secure financial service platform.
• We encourage self-development, promote immense talent, and recognize hard work and achievements towards providing career growth opportunities.
• We understand that each person is different, so we pride ourselves in being a diverse and inclusive team, providing support and promoting wellness across Globe.

• Provide product knowledge expertise to elevate team performance metrics, fostering a collaborative environment and alignment with organizational goals.
• Lead on- going Enrichment reviews and Quality calibrations, offer constructive feedback to drive continuous improvement in quality standards and ensure adherence to SOP, BPL, and other available resources.
• Prioritize and analyze escalations, collaborate with stakeholders to implement necessary changes, and provide insightful reporting to enable informed decision-making and enhance operational effectiveness.
• Be a Global Customer Identity and Sanctions Investigator subject matter expert.

GISTO Team Point of Contact:

• Conduct debriefs, stand-ups, huddles, and team meetings.
• Function as Subject Matter Expert to educate team members on enhancing their abilities to reduce error rate (Enrichments) and improve their efficiency (AHT).
• Drive department’s performance by using best coaching and mentoring practices to ensure success of the team and GISTO organization.
• Work at least 2h per week on regular GISTO workflows (CIP, Sanctions PayPal and adjacencies).

Escalations Support:

• Prioritize and work all internal and external escalations.

Enrichment Support:

• Accurate and thorough assessment of team member quality and leverage best practices to provide coaching and constructive feedback to ensure high quality decisions and appropriate review of workflow.
• Conduct Global Quality calibration sessions to be aligned and maintain Enrichment score close to excellence.

• Minimum of 2 years’ CIP and/ or Sanctions experience.
• Proven ability to analyze data to report required information.
• Good oral, written and interpersonal communication skills with the ability to communicate complex information accurately to a team.
• Ability to communicate with teams in a manner that encourages team members to work efficiently with an attention to detail in their reviews.
• Ability to understand opposing points of view on potential issues and integrate different viewpoints within your team and across the organization.
• Capacity to acknowledge and embrace the necessity for change management initiatives.

Our Benefits:

Any general requests for consideration of your skills, please