PayPal Sr Manager Business Operations 

United States, California, San Jose 

277414915

Job Description:

• Develop a comprehensive Voice of the Merchant program. Implement customer feedback strategies to collect, analyze and communicate insights across functional teams. Work with operational areas such as Customer Support, Complaints, and Sales to identify trends, insights, and actionablerecommendations.Work with product and commercial leaders to “work customer back” and implement customer centric solutions.
• Serve as the SMB VAS POC for Operations (e.g. Customer Support, Complaints). Facilitate resolution of customer issues and incidents by being the connective tissue between Operations, Legal, Compliance, Commercial, Product and Engineering. Collaborate with Commercial Product, and Operations to ensure procedures, work instructions, and call scripts are kept up to date.
• Partner with SMB VAS leadership to track OKRs and KPIs. Work with SMB Business Operations Analytics to define, revise, and enhance metrics and dashboards for KPIs and OKRs.
• Drive operating rhythms, relevant artifacts and team events to enable better communications and engagement up, down and across functions and teams;
• Drive agendas and prep for internal team rhythms and management/executive reviews
• Lead workstreams for special projects and transformation efforts from time to time.
• Be a thoughtful steward of the cultural values we strive for as a company (collaboration, innovation, inclusion, wellness) and an ambassador of for enterprise-wide activities

Your day-to-day

• Ensure required deliverables are completed on time and with high quality; Deliverables include, but are not limited to: board decks, WBRs, KPI readouts, etc.
• Track key projects that are required for the business to meet its commitments
• Partner with Commercial leads to define cross-functional dependencies and monitor progress against agreed upon milestones
• Hold stakeholders accountable to key deliverables, potentially having tough conversations when deliverables are at risk
• Support third-party risk assessments for key partners as well as track vendor spend against budget

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 $111,500 to $191,950

Our Benefits:

Any general requests for consideration of your skills, please