PayPal Senior Lead Customer Complaints Advocacy 

Japan, Urayasu 

635655493

Leadership & Development

• Set clear goals and performance metrics for the team.

• Coach and develop Specialists to exceed performance standards.

• Conduct regular coaching sessions and effective team meetings.

• Foster a culture of empowerment, high performance, diversity, and inclusion.

Operational Excellence

• Manage complaints and legal workflows, escalations, and delegations, responding asappropriatewithinservice level.

• Collaborate with Directors and Quality Lead to implement strategies and process improvements.

• Monitor daily metrics and provide feedback to ensure service levels are met.

• Cross-functional collaboration: Work closely with various business partners to resolve customer complaints and fulfill legal orders.

• is in compliance withthe local regulations

• ofspecialists, focusing on talent development and retention.

• partner site resourcesand performancewithinGCCA queues

• Create an inclusive and motivating work environment.

• Facilitate constructive dialogue between specialists and other functions.

• Utilize diverse development methods to grow team members.

Continuous Improvement

• Leverage best practices and stay updated on industry trendsand localregulatoryrequirements

• ongoing training to enhance knowledge in department and industry areas.

• Utilize performance development planning to support career growth of team members.

• Innovation and Training; active participation in global training and quality programs, ensuring consistency in case handling; enhancing program effectiveness.

Preferred Qualifications

• leadersand business unit leadershipin both Japanese and English

• track recordof creating inclusive, high performing teams

• Excellent organizational, communication, and interpersonal skills

• Ability to influence and drive positive changesutilizingdata and reports

• Experience in change management whilemaintainingand driving teammate engagement

• Proven ability to overcome challenges and drive performance to meet and exceed customer experience and business goals

• Ability toanticipatetrends and patterns, act quickly to change course,maintaining

• Ability to define andutilizequantitative and qualitative management reporting toolsets

• in systems (Internet, Office Applications, CoPilot) andproficiency

• Strong writing and documentation ability to handle the official/regulatoryrelateddocuments in Japanese

Job Requirements

• Japanese and English languages

• years of related experience,minimum

• Prior experience in people and change leadership

• Customer communication experience

• Bachelor’s degree or equivalent work experience

• Coaching, Developing &RetainingTeammates

• Diversity, Inclusion, Equality, and Belonging

• Customer Focus

• and On-boarding Teammates

• Drives for Results, Managing / Measuring Work

• Shared Values / Ethics

• Change Management

• Delegation

• Organizational Agility