PayPal GCCA Ombudsman Manager 

Brazil, São Paulo, São Paulo 

9407287

This job leads a multi-phased customer experience strategy, identifying pain points and driving improvements. You'll influence cross-functional teams, prioritize customer-focused initiatives, and collaborate on enhancements. Responsibilities include managing complex projects, leveraging data analytics to assess costs, and taking a strategic approach to deliver exceptional experiences.

Essential Responsibilities:

• Implement a multi-phased strategy to enhance the overall customer experience.
• Identify customer pain points and develop data-driven improvement strategies.
• Lead cross-functional teams to prioritize and execute customer-focused initiatives.
• Collaborate with internal teams to identify opportunities for improving the customer journey.
• Leverage data and analytics to assess costs, measure performance, and report on business impact.
• Manage complex programs by documenting service capabilities and driving innovation.
• Create and present business cases, projects, and analyses in a clear and compelling manner.

Expected Qualifications:

• Minimum of 8 years of relevant work experience and a Bachelor's degree or equivalent experience.

Core Duties Continued:

• Fluency in both Portuguese and English languages
• Experience leading a team of customer service specialists, and supporting outsource partners
• Obtain Ombudsman Certificationevery three years
• Stay informed of changing regulatory requirements to ensure Ombudsman cases are handled appropriately and in line with current standards
• Provide weekly reconciliation of Ombudsman cases to ensure they are properly entered intothe Atheneticketingsystem as required and are categorized properly as Ombudsman or non-Ombudsman cases
• Monitor Ombudsman phone calls for quality and resolution of customer issues; complete quality evaluations for teammates
• Disclose breaks in the process to the Ombudsman Director, such as if calls are not properly recorded, as required
• Present results from the Ombudsman complaints channel monthly to Legal, Finance, and Compliance
• Provide semi-annual presentation to Audit
• Strong communication skills in all formats (verbal, written) and ability to effectively communicate with all organizational levels
• Effective presentation skills & ability to communicate effectively to stakeholders and partners

Technical Experience:

• Proficiency in external systems (Internet, Office Applications), and intermediate knowledge of applicable or relevant internal systems and software

Our Benefits:

Any general requests for consideration of your skills, please