PayPal Help Center Strategy & Optimization Mgr 

United States, Ohio, Toledo 

287744883

What you need to know about the role-

Your way to impact

• Design and implement self-service strategies for Help Center channels, including knowledge base, FAQs, and community forums, and integrate with other channels like chatbots and IVRs to enhance customer experience and self-service.
• Define the channel roadmap, develop business cases, and prioritize initiatives for the Help Center and Community channels, driving execution towards success KPIs.
• Lead stakeholder coordination to define, prioritize, and deliver ad-hoc initiatives such as brand integration and product upgrades, managing timelines and communication.
• Stay informed on industry trends and best practices to deliver innovative solutions through Help Center technology.

Your day to day

In your day to day role you will...

• Maintain Help Center and Community channels for ongoing operations and support Risk and Compliance needs.
• Collaborate with cross-functional teams to develop and integrate self-service content and support materials, enhancing customer experience through the Help Center.
• Work with the Content Management team to ensure content accuracy, relevance, and accessibility, and implement SEO best practices to boost traffic and self-service resolution rates.
• Monitor Help Center performance metrics with the data analytics team to identify areas for improvement and optimize user experience.
• Conduct root cause analysis to understand customer behavior and pain points, defining self-service strategies aligned with company goals.

What do you need to bring

• 7+ years of experience in content management with a deep understanding of the customer self-service landscape within the technology industry or a financial services environment.
• Proficiency with content management systems and community tools (e.g., HubSpot, WordPress, Drupal) and the ability to leverage the latest GenAI technologies/tools for content management.
• Strong analytical abilities with the capacity to interpret data, generate insights, and drive data-driven decisions to optimize Help Center performance.
• Excellent verbal and written communication skills, with the ability to collaborate effectively across departments, influence stakeholders, and present confidently to senior leaders, peers, and the broader company alike.
• Proven experience in managing complex, multi-dimensional projects, including planning, execution, and project documentation. High fluency with MS Office and data visualization tools such as Tableau, Looker, and MicroStrategy.

Our Benefits:

Any general requests for consideration of your skills, please