PayPal IVR Channel Strategy Manager 

United States, Ohio, Toledo 

87676706

Your way to impact

• Design and implement self-service strategies and solutions across IVR and other channels like Chatbot, Help Center, and Community to enhance self-service and customer experience.
• Define the channel roadmap, develop business cases, prioritize initiatives, and execute strategies to achieve success KPIs for the IVR channel.
• Lead and coordinate with stakeholders to deliver initiatives related to self-service IVR development and enhancements, managing timelines and communicating progress.
• Stay updated on industry trends and best practices in self-service features, delivering innovative service solutions through IVR technology.

Your day to day

In your day to day role you will...

• Maintain day-to-day IVR channel operations and support Risk and Compliance requirements.
• Collaborate with cross-functional teams to develop and integrate new self-service functionalities, improve call flows, and enhance customer experience.
• Partner with data analytics to monitor IVR performance metrics and optimize user experience.
• Perform root cause analysis to understand customer behavior and pain points, defining IVR self-service strategies aligned with company goals.

What do you need to bring

• 7+ years of experience managing IVR systems focused on customer service in the technology or financial services industry.
• Proficiency with IVR platforms (e.g., Avaya, Genesys, Google Dialog Flow), telephony systems, VoiceXML, SIP, and leveraging Gen AI technologies/tools for IVR.
• Familiarity with regulatory requirements for transaction and PII data security in payments and financial services.
• Strong analytical skills to interpret data, generate insights, and drive data-driven decisions to optimize IVR performance.
• Excellent verbal and written communication skills for effective collaboration, influencing stakeholders, and confident presentations to senior leaders and peers.