Sr Director, Collections and Recoveries

PayPal; Pennsylvania; Remote; USD 161,000 - 251,000; Full time

Benefits offered by this job

Hybrid work model

Healthcare coverage for you and family

Generous paid time off

Job summary

PayPal is seeking a senior leader to manage a large, distributed team across multiple geographies, driving performance and operational enhancements. You will collaborate with Strategy, Product and Engineering to advance key initiatives, while maintaining strong relationships with regulators and internal stakeholders.

You will coach senior leaders, monitor metrics, and lead strategic planning efforts to reduce losses and improve customer experience.

Qualifications

• 12+ years relevant experience and a Bachelor’s degree OR equivalent combination.
• Experience leading interactions with regulators in the US, UK, and EMEA.
• Experience leading call center transformation initiatives.

Responsibilities

• Lead a large, geographically diverse team (PayPal FTE and first/third-party suppliers).
• Own and optimize processes impacting scope (e.g., digital outreach, digital fulfillment).
• Develop and monitor performance metrics balancing losses, customer experience, costs and risk.
• Drive initiatives to reduce losses, improve CX, and increase efficiency and compliance.
• Partner with Strategy to advance strategic initiatives and contribute to planning.
• Coach senior leaders (Director and Senior Manager level).
• Engage with industry forums and stay updated on trends across the business.

Skills

Team leadership

Stakeholder management

Regulatory liaison

Strategic planning

Education

Bachelor’s degree or equivalent

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 acts as a general manager, and team focused on collecting past due and charge off debts across PayPal products and geographies. You will monitor performance, identify and drive operational improvements, and partner with Strategy & Analysis, Product, and Engineering to advance strategic initiatives. Additionally, you will collaborate with a wide range of stakeholders including business leaders, Legal, Compliance, Risk, Audit, external regulators, etc.

Job Description

Essential Responsibilities

• Lead a large and geographically diverse team, including PayPal FTE and/or first and third-party suppliers
• Own supporting process performance impacting your scope of responsibility (e.g., digital outreach, digital fulfillment, etc.)
• Develop and monitor performance metrics, balancing losses, customer experience, operations expense, associate satisfaction, and risk.
• Identify and drive operational initiatives aimed at reducing losses, improving customer experience, driving efficiency, and reducing risk
• Partner with Collections Strategy to initiate and advance strategic initiatives; contribute meaningfully to strategic planning
• Develop and coach senior people leaders (Director and Senior Manager level)
• Stay abreast of industry trends, and be the face of PayPal at industry forums
• Collaborate with a wide range of stakeholders across the business

Minimum Qualifications

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

Additional Responsibilities & Preferred Qualifications

• Collections experience across a wide range of asset classes -- e.g., Credit Card, BNPL, Business Lending
• Experience leading successful interactions with regulators in the US, UK, and EMEA
• Success leading and implementing call center transformation initiatives

Subsidiary

PayPal

Travel Percent

15

Primary Location : Pay Range

• New York - (Virtual); ($169,000.00 - $250,800.00 Annually)

Additional Location(s) : Pay Range

• Texas - (Virtual): ($160,500.00 - $238,700.00 Annually)
• Pennsylvania - (Virtual): ($160,500.00 - $238,700.00 Annually)
• Northern California - (Virtual): ($169,000.00 - $250,800.00 Annually)
• Arizona - (Virtual): ($152,500.00 - $226,600.00 Annually)

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.

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.

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