Manager, Enterprise Quality

Honey; New York (NY); Hybrid; USD 109,000 - 156,000; Full time

Benefits offered by this job

Balanced hybrid work model

Annual performance bonus

Equity

Job summary

PayPal is seeking a Manager, Enterprise Quality to lead PayPal’s new enterprise quality function. You will drive programs, playbooks, and continuous-improvement efforts that raise quality standards across the business. This hands-on role emphasizes execution, turning plans into measurable results, and partnering with teams to adopt better ways of working.

Reporting to the Sr. Director, you will own programs across units, coordinating people and steps, and ensuring initiatives are completed with

Qualifications

• 5+ years of experience and a Bachelor’s degree OR equivalent combination.
• 5+ years of experience in quality, product operations, program management, or related fields.
• Experience running end-to-end programs with strong organization and follow-through.

Responsibilities

• Design and maintain the process for responding to customer impacts.
• Identify issues within business processes and recommend improvements.
• Find themes in incident data and provide insights to the business.
• Maintain incident process documentation and training content.
• Evaluate incident management tools for compliance.
• Define KPIs and implement measurement framework.
• Collaborate with teams to streamline workflows and improve efficiency.
• Drive implementation of process improvements across departments.
• Provide guidance to junior team members in process management and analysis.

Skills

Process design

KPI development

Data analysis

Cross-functional collaboration

Quality management

Education

Bachelor’s degree in Business, Engineering, Operations, or related

Job description

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:

Reporting to the Sr. Director, Enterprise Quality, the Manager, Enterprise Quality helps run PayPal’s new enterprise quality function day to day – delivering the programs, playbooks, and continuous-improvement work that make consistent quality standards real in the business. The role focuses on execution: turning plans into results and helping teams adopt better ways of working.

Working across the business units and enabling functions, the Manager owns specific programs and improvement initiatives, coordinates the people and steps involved, and keeps work on track. It is a hands‑on, collaborative role that succeeds through organization, follow‑through, and strong partnerships.

Success will be measured by initiatives delivered and adopted – programs run to completion, improvements that stick, and quality that measurably improves for teams and customers.

Job Description:

Essential Responsibilities:

• Design and maintain the process for responding to customer impacts
• Identify issues within business processes and recommend best practices for improvement.
• Find themes in incident data and provide insights to the business
• Maintain incident process documentation and training content
• Evaluate incident management tools for compliance
• Define KPIs (Key Performance Indicators) and implement measurement framework to understand the performance of assigned processes
• Collaborate with team members to develop solutions that streamline workflows and improve efficiency.
• Drive the implementation of process improvement initiatives across various departments
• Provide guidance and support to junior team members in process management and analysis.

Minimum Qualifications:

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

Additional Responsibilities & Preferred Qualifications:

• 5+ years of experience in quality, product operations, program management, continuous improvement, business operations, risk and controls, or a related field.
• Experience running programs or initiatives end to end, with strong organization and follow-through.
• Able to collaborate and build relationships across teams in a matrixed organization.
• Clear communication skills, able to prepare status, metrics, and materials for a range of audiences.
• Analytical and problem-solving skills, comfortable working with data.
• Familiarity with quality and continuous-improvement practices (e.g., Lean, Six Sigma) a plus.
• Experience in payments, fintech, or another regulated industry (preferred).
• Bachelor’s degree in Business, Engineering, Operations, or a related technical or management field; a quality discipline (e.g., Quality Management, Assurance, or Engineering) a plus.

Subsidiary:

PayPal

Travel Percent:

0Visa Sponsorship through PayPal is not available for this position now or any time in the future.

The base pay for this role will depend on where you work and the relevant experience and expertise you bring. The expected range of pay for this role by location is:

Primary Location | Pay Range:

New York City, New York: ($109,000.00 - $156,200.00 Annually)

Additional Location(s) | Pay Range:

No other locations are assigned to this requisition currently.

Additional compensation for this role may include an annual performance bonus, equity, or other incentive compensation, as applicable.

PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. When making an application directly, we will never ask you to share passwords, one-time passcodes (OTP), or verification codes. Any such request is a red flag and likely part of a scam. All communication regarding your application will come from official PayPal email domains. If you suspect fraudulent activity, please report it immediately. 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.