Program Manager

The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. 

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards.  Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade. 

Our beliefs are the foundation for how we conduct business every day.  We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Summary:

Service Experience PMO and Incident Management Lead
PayPal seeks a dynamic, results-driven leader to accelerate Service Experience (SE) priorities and ensure operational excellence across global Sales and Servicing. The role blends program management discipline with real-time incident leadership, driving high-impact change initiatives while orchestrating critical incident response.
The successful candidate will influence cross-functional teams, communicate with clarity under pressure, and deliver measurable business results in a fast-paced environment, with flexibility for off-hours and weekend support.
You will partner with senior leaders across SE, Product, Compliance, Legal, Content, and other critical functions, acting as a central orchestrator who ensures alignment, mitigates risks, and drives measurable business impact.

Job Description:

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.
• Organize daily activities based on organizational goals.
• Develop and implement new programs that support objectives.
• Monitor projects and oversee project managers.
• Evaluate program strengths and weaknesses.
• Develop program budgets and plans.
• Meet with stakeholders to discuss program status and goals.
• Improve strategies with the marketing team.

Expected Qualifications:

• 5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.

Program Management

• Lead end-to-end change programs within Service Experience, from inception through delivery, ensuring alignment with SE and PayPal’s strategic goals.
• Apply structured program and change frameworks to ensure clear clarity, prioritization, resourcing, and execution discipline.
• Evaluate and challenge proposals, balancing customer experience, risk management, cost-effectiveness, and compliance requirements.
• Develop and monitor key performance indicators (KPIs) and post-launch impact assessments to ensure sustained value delivery.
• Ensure program decisions consistently uphold SE’s commitment to regulatory compliance, service excellence, and strategic objectives.

Incident Management

• Orchestrate cross-functional communications, delivering clear, concise updates to SE leadership and operational teams during and after incidents.
• Lead status and coordination meetings, ensuring incident resolution progress and roadblocks are understood and addressed.
• Drive root cause analysis, post-incident reviews, and support ongoing enhancements to incident governance and process resilience.

Cross-Functional Coordination & Stakeholder Management

• Act as the single point of coordination between Service Experience and cross-functional teams (Product, Content, Compliance, Legal, Operations).
• Build strong, trust-based relationships with leaders and decision-makers across SE and the wider  organization.
• Drive accountability by defining ownership, deliverables, and timelines across multiple teams and geographies.
• Produce executive-ready updates, dashboards, and reports for leadership, highlighting program health, risks, and opportunities.

Minimum Qualifications:

• At least 8–10 years’ experience in program management, customer operations, consulting, or transformation roles; financial services or regulated industry preferred.​
• Bachelor’s degree required; advanced degree preferred, or equivalent professional experience.
• Proven analytical skills—ability to interrogate data, challenge assumptions, and drive strategic decision-making.
• Demonstrated incident management and operational risk mitigation experience in a large-scale, multi-region organization is advantageous.
• Merchant Enterprise Sales or Servicing experience desirable but not essential.

Core Competencies

• Impact-oriented mindset: thrive amid ambiguity and changing priorities, focusing on results.
• Exceptional executive communication: translating complex issues into concise insights and actionable recommendations.​
• Matrix leadership: influence and drive change without direct authority across cross-functional teams.​
• Self-directed ownership: maintain accountability and initiative for key outcomes with minimal oversight.
• Resilient under pressure: deliver quality outcomes for customers and teammates in high-stress, time-sensitive situations.
• Commercial acuity: apply business insights to validate, challenge, and inform decisions.​
• Strong stakeholder management: develop trust-based partnerships and drive enterprise-wide impact.

Must already possess valid authorization to work in the country where the position is advertised/located. Relocation support will not be provided for this role.

Subsidiary:

PayPal

Travel Percent:

0

PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. Any such request is a red flag and likely part of a scam. To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us.

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

Our Benefits:

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

Who We Are:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion 

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law.  In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected].  

Belonging at PayPal: 

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.