PayPal VOC Insights & Communication Sr Manager 

United States, Illinois, Chicago 

453633349

What you need to know about the role-

Your way to impact

• Lead complex, cross-functional projects through planning, buy-in, risk management, stakeholder communication, and performance monitoring.
• Advocate for enhancements to the customer experience across products, self-help, policy, and customer service.
• Collaborate with cross-functional teams (e.g., product management, engineering, UX, Risk, operations) to drive improvements in customer experience.
• Explain the context and implications of key performance metrics.

Your day to day

In your day to day role you will...

• Create succinct, polished, and actionable PowerPoint presentations for senior leaders to review and act upon.
• Collaborate with the VOC Insights team to summarize customer pain points and present these issues to product partners for execution.
• Ensure smooth integration of customer-focused initiatives into the product roadmap.
• Partner with data analytics resources to assess the cost impacts of pain points and business opportunities for improvement.
• Use data to generate insights on business performance throughout the customer lifecycle, and lead the creation of business cases for prioritizing necessary changes.

What do you need to bring

• 7+ years Process Improvement/ Project Management operations/customer service experience within a multinational, fast moving operations.
• Project Management Certification (PMI, Prince, etc.) and/or Six Sigma/ Lean Qualification
  preferred.
• Expertise in transforming data into actionable insights and communicating effectively with senior leaders.
• Strong prioritization, problem-solving, and analytical skills, with proficiency in Microsoft Office Tools.
• Ability to lead without direct authority, drive change, and manage transformation in dynamic environments.

Our Benefits:

Any general requests for consideration of your skills, please