PayPal Service Experience SE Incident Lead 

France, Auvergne-Rhône-Alpes 

469491382

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.

Key Responsibilities:

1. Single Point of Contact within the Event Incident Response Team (IRT)

2. Support for AM, CSM Teams, and Front Office Servicing

4. Lead SE Core Team in Remediation Activities

5. Escalation to Business Continuity Response Leadership (BRCL)

6. Timely Communication to SE Stakeholders

Provide regular updates to SE stakeholders (AMs, CSMs, leadership, etc.) as per established Incident Protocols.

Deliver clear and transparent communication regarding decisions, updates, estimated resolution times, and required actions—including teammate talking points via UM and RCA documentation for CSMs.

7. Decision-Making for SE in the Incident

Ensure decisions reflect strategic objectives and uphold service standards.

8. Root Cause Analysis (RCA) and Mitigation Plans

Drive preventative actions and corrective measures to safeguard future operations.

9. Impact Assessment and Postmortem Documentation

Lead postmortem reviews to inform continuous improvement initiatives.

Qualifications and Skills:

Communication: Proficient written and oral communication skills; calm, polite, and professional demeanor.

Conflict Management: Proven experience managing conflict and resolving issues effectively.

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.

Additional Requirements:

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

Travel Percent:

The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit .

The US national annual pay range for this role is $76,500 to $126,500

Our Benefits:

Any general requests for consideration of your skills, please