Program Manager

PayPal; San Jose (CA); Hybrid; USD 110,000 - 156,000; Full time

Benefits offered by this job

Generous paid time off

Healthcare coverage for you and your:家

Resources for financial security and M

Job summary

PayPal is seeking a seasoned customer solutions leader in San Jose to identify client needs, develop communication frameworks, establish metrics, drive training programs, and publish insights. You will steward merchant satisfaction, refine service offerings, and lead initiatives for growth and advocacy across global accounts.

The role emphasizes strategic leadership, cross-functional collaboration, and a focus on delivering high-impact outcomes for PayPal’s merchant ecosystem.

Qualifications

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

Responsibilities

• Identify client needs and tailor solutions to their requirements.
• Develop organizational communication frameworks to enhance transparency and alignment with merchants.
• Establish metrics and KPIs to measure client satisfaction and service effectiveness.

Skills

Client management

Relationship building

Strategic thinking

Communication

Training development

Education

Bachelor’s degree

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 identifies client needs, develops communication frameworks, establishes metrics, drives training programs, publishes insights, develops service offerings, refines issue management processes, establishes monitoring frameworks, champions customer advocacy, synthesizes feedback, identifies growth opportunities, and leads initiatives for merchant satisfaction.

Job Description

Essential Responsibilities

• Proactively identifies and addresses client needs by conducting regular check-ins and assessments, delivering tailored solutions that enhance their experience.
• Develops organizational communication frameworks that enhance transparency and alignment with merchants, ensuring a cohesive approach to client interactions.
• Establishes metrics and KPIs to measure client satisfaction and service effectiveness. Drives strategic initiatives that embed continuous improvement within the organization.
• Drives the development of comprehensive training programs for both clients and team members, ensuring high levels of product knowledge across the organization.
• Establishes thought leadership within the organization by publishing insights on industry trends and their implications for clients.
• Leads initiatives to develop innovative and customized service offerings based on thorough client insights and evolving market needs.
• Develops and refines processes for complex issue management, driving organizational excellence in problem resolution and enhancing client satisfaction.
• Establishes comprehensive monitoring frameworks that enhance service delivery and ensure optimal client experiences across the organization.
• Champions a culture of customer advocacy throughout the organization, ensuring that client perspectives are prioritized in all initiatives.
• Synthesizes merchant feedback into actionable insights, influencing broader account strategy and service improvements while presenting findings to senior leadership to drive organizational change.
• Strategically identifies and prioritizes high-impact growth opportunities that align with both merchant needs and business objectives, fostering strong relationships with key accounts.
• Leads comprehensive initiatives that consistently drive high levels of merchant satisfaction and long-term loyalty, including developing strategic partnerships and value-added services.

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

San Jose, California: ($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.

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 comprehensive, choice-based programs, to support all aspects of personal wellbeing—physical, emotional, and financial—delivering meaningful value where it matters most. We strive to create a flexible, balanced work culture with a holistic approach to benefits, including generous paid time off, healthcare coverage for you and your family, and resources to create financial security and support your mental health.

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

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.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates.