Sr. Director, Customer Success Platform at PayPal (Phoenix, AZ)

| Phoenix – Mesa – Scottsdale, AZ
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Job Description
At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

PayPal Customer Success Platform Products team is responsible for building tooling that focuses on building the most productive company in the world. We are looking for a Senior Director of Product Management to oversee product management across Assisted Servicing products including CRM, Smart Replies, Messaging, Coaching/Training, etc. Our products enable scale, efficiency, and quality to service various customers around the world. As a Senior Director, you will manage a product management team, shape and standardize the practice.

This Senior Director for the Customer Success Platform must be able to help define product & technology strategies, ambiguous business problems, and help guide their teams on how to maximize impact by using data and research to create effective execution and experimentation frameworks within the teams and with other teams in the company. This role requires the ability to communicate cross-functionally and build trusting and influential partnerships with leaders across Business, Design, Engineering, and Analytics functions and internal customers from a wide variety of teams around the world.
  • Establish shared vision across the company by building consensus on priorities leading to product execution for internal products and Enterprise products for external customers
  • Lead the ideation, technical development, and launch of innovative products
  • Drive product development with a team of 15+, partnering with cross-functional team members including content strategists, data scientists, product designers and user experience researchers distributed around the world
  • Manage and grow a team of product managers, while also expanding and standardizing existing product work streams
  • Integrate usability studies, research and market analysis into product requirements to enhance user satisfaction
  • Define and analyze metrics that inform the success of products
  • Coordinate and scale cross-functional efforts for internal and external customers across the globe
  • Maximize efficiency in a constantly evolving environment where the process is fluid and creative solutions are the norm
  • Drive the strategy for a portfolio of products to create a deliberate plan and a cohesive strategy
Minimum Qualifications
  • Bachelor's Degree
  • 10+ years of product management experience
  • 8+ years of experience building and managing teams
  • Experience engaging at an executive level internally with cross-functional groups
Preferred Qualifications
  • Software development experience as a developer and/or manager
  • Experience developing CRM, productivity, or other enterprise applications and platforms
  • Experience managing an organization of product managers, including building and growing the team
  • Experience managing a 10+ person, distributed team
  • Experience working with or in support of diverse communities

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

Who We Are:

Click Here to learn more about our culture and community.

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit

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].
As part of PayPal's commitment to employees' health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.

More Information on PayPal
PayPal operates in the Fintech industry. The company is located in San Jose, CA. PayPal was founded in 1998. It has 34450 total employees. It offers perks and benefits such as Volunteer in local community, OKR operational model, Flexible Spending Account (FSA), Disability insurance, Dental insurance and Vision insurance. To see all 25 open jobs at PayPal, click here.
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