Manager, Enterprise Quality

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

Benefits offered by this job

Generous paid time off

Healthcare coverage for you and your a

Resources to create financial security

Job summary

PayPal in New York is seeking a Senior Process Improvement role to partner across teams, identify key business process issues, and drive improvements that streamline workflows. You will analyze incident trends, define KPIs, and mentor junior staff to ensure alignment with company objectives.

The position emphasizes a balanced hybrid work model with structured collaboration, governance, and a focus on delivering measurable efficiency gains across departments.

Qualifications

• 5+ years relevant experience and a Bachelor’s degree OR any equivalent combination.
• Experience in process improvement and incident management is preferred.

Responsibilities

• Design and maintain the process for responding to customer impacts.
• Identify issues within business processes and recommend best practices.
• 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 to understand performance.
• Collaborate with teams to streamline workflows and improve efficiency.
• Drive implementation of process improvement initiatives across departments.
• Provide guidance to junior team members in process management.

Skills

Process optimization

Data analysis

Cross-functional collaboration

Project leadership

Education

Bachelor's degree or equivalent

Tools

Incident management tools

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

This job serves as a thought partner, using specialized expertise to identify issues and recommend best practices for business process improvements. They lead functional projects and programs, analyze business trends, and collaborate with team members to develop solutions that streamline workflows. This role also provides guidance to junior team members in process management and analysis, ensuring alignment with organizational objectives.

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.

Subsidiary

PayPal

Travel Percent

0

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.

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

• generous paid time off
• healthcare coverage for you and your family
• resources to create financial security and support your mental health

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 [e-mail].

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.

Notice to Applicants and Employees who reside within New York City. Click here to view the notice.