Sr. Director, Enterprise Quality

PayPal; Chicago (IL); On-site; USD 179,000 - 292,000; Full time

Benefits offered by this job

Flexible work environment

Employee shares options

Health and life insurance

Annual performance bonus

Equity compensation

Medical, dental, and vision benefits

Job summary

PayPal is seeking a Sr. Director, Enterprise Quality to establish and lead a new enterprise‑wide quality function. You will define operating models, standards, and governance across Product, Engineering, Design, Risk, Servicing, and GTM to embed quality as a core discipline.

You will build the team, enable cross‑functional partners, and drive continuous improvement with Lean/Six Sigma approaches and executive reporting. Strong leadership and strategic impact are required.

Qualifications

• 15+ years of progressive experience in product, operations, quality, or risk.
• Experience standing up enterprise operating models and governance.
• Customer-centric product instincts across reliability, performance, and launch readiness.
• Proven collaboration with Product, Design, and Engineering teams.
• Executive stakeholder management and clear, data-driven recommendations.

Responsibilities

• Lead design and governance of the enterprise quality function across PayPal.
• Define enterprise quality standards and common definitions of good.
• Establish quality governance, councils, escalation paths, and decision rights.
• Define metrics and reporting for senior leadership.
• Drive adoption via enablement, playbooks, and quality champions.
• Partner with business units to embed accountability and value.
• Build and lead a lean central team and embedded owners.
• Coach teams to a quality-first culture and measurable outcomes.

Skills

Six Sigma

Lean

Leadership

Strategic thinking

Executive communication

Education

Bachelor’s degree

MBA

Tools

Quality Management tools

Job description

About PayPal

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 VP, Head of Operations, Quality & Analytics, the Sr. Director, Enterprise Quality will establish and lead PayPal’s new enterprise-wide quality function. Today, quality is managed inconsistently across the company – standards differ from team to team, issues surface late, and feedback loops are broken. The Sr. Director changes that: defining the operating model, standards, and governance that make quality an enterprise discipline, and building the team and culture to embed it across Product, Engineering, Design, Risk, Servicing, and Go‑to‑Market.

Job Description

Essential Responsibilities

• Lead the strategic design, analysis, and continuous improvement of business processes to enhance operational effectiveness and efficiency across the organization
• Oversee and eliminate inefficiencies, streamlining workflows to achieve significant cost reductions and productivity gains
• Ensure robust governance and compliance with organizational standards and regulatory requirements in all process improvement initiatives
• Leverage Six Sigma or Lean methodologies to spearhead process improvement projects, delivering measurable and impactful results
• Serve as a subject matter expert and internal coach, guiding and mentoring teams in identifying and implementing innovative process improvement solutions
• Collaborate with cross‑functional leadership teams to align business processes with the organization’s strategic goals and priorities
• Influence and implement comprehensive performance management systems to monitor, evaluate, and enhance the effectiveness of business processes
• Manage regular process audits and assessments to identify opportunities for improvement and ensure continuous optimization
• Foster a culture of continuous improvement by promoting best practices and encouraging innovation throughout the organization
• Prepare and present detailed reports and strategic recommendations to senior leadership on process improvement initiatives and their impact on business performance

Minimum Qualifications

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

About Checkout Solutions & PayPal (XOPP)

XOPP (Checkout Solutions & PayPal) sits at the center of how PayPal connects consumers and merchants at global scale, across our checkout experiences and product suite. The PayPal Network is strongest when the flywheel spins – engaged consumers create greater value for merchants, which drives stronger distribution and presentment and, in turn, reinforces consumer preference. Our work is to reignite that flywheel: rebuilding relevance and checkout share, deepening our most valuable consumer relationships, and differentiating through payment flexibility, identity protection, and value in the moments that matter most. It’s how we win preference and fuel durable, profitable growth across borders, channels, and platforms.

Key Responsibilities

• Establish and lead PayPal’s enterprise quality capability – the operating model, standards, governance, and continuous‑improvement programs – across the enterprise
• Define the enterprise standard for quality – a common definition of “good,” with the expectations and ways of working that embed it into how products are built, launched, and operated
• Establish and run enterprise quality governance – the Enterprise Quality Council, launch‑readiness expectations, escalation paths, and the decision rights that align quality across the enterprise
• Define the enterprise quality metrics and reporting, giving senior leadership a clear view of quality and where to focus
• Drive adoption and adherence through enablement – training, playbooks, and a network of Quality Stewards and champions – rather than mandates
• Build strong partnerships and clear ways of working with the business units, partner teams, and enabling functions so accountability is unambiguous
• Build and lead a lean central team and the broader network of embedded owners and champions; secure executive sponsorship and investment
• Coach and develop talent, lead the shift to a quality‑first culture, and institutionalize best practices and an accountable, results‑oriented way of working

Requirements

• 15+ years of progressive experience in product, product operations, quality, business operations, program or portfolio management, corporate strategy, or risk and controls, including building enterprise capabilities and leading complex global initiatives
• Proven experience standing up enterprise operating models and governance frameworks, and leading large‑scale transformation and change – new standards, processes, reporting systems, and ways of working that improve execution, quality, and accountability
• Deep customer‑centric product instincts, with the ability to define what quality means across reliability, performance, usability, trust, and launch readiness
• Experience partnering with Product, Design, and Engineering organizations to deliver complex digital products and technology‑enabled initiatives
• Trusted advisor to ELT‑level leaders – able to build relationships, influence without direct authority, resolve competing priorities, and provide clear, well‑reasoned recommendations across highly matrixed organizations
• Exceptional executive communication and storytelling skills, with the ability to synthesize complex information into clear narratives, recommendations, and decision‑ready materials for senior leadership and board‑level audiences
• Strong structured problem‑solving and analytical skills, with the ability to diagnose complex enterprise challenges, use data to inform decisions, and mobilize cross‑functional teams around solutions
• Deep knowledge of quality and continuous‑improvement practices (e.g., Lean, Six Sigma) and the metrics and tooling that make quality measurable and visible
• Experience applying AI and automation to operational or reporting workflows (preferred)
• Experience in payments, fintech, or another regulated industry, and demonstrated learning agility with the ability to execute with urgency (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; MBA or Master’s (preferred)

Benefits

• Flexible work environment
• Employee shares options
• Health and life insurance
• Annual performance bonus
• Equity compensation
• Medical, dental, and vision benefits

Pay Range

Primary Location | Pay Range: NewYorkCity, Pacstatus : ($196,500.00-$291,500.00Annually)
Additional Location(s) | Pay Range: Chicago,Illinois: ($178,500.00-$265,100.00Annually)
Additional Location(s) | Pay Range: Austin,Texas: ($178,500.00-$265,100.00Annually)
Additional Location(s) | Pay Range: SanJose,California: ($196,500.00-$291,500.00Annually)
Additional compensation for this role may include an annual performance bonus, equity, or other incentive compensation, as applicable.

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

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.

Notice to Applicants and Employees who reside within NewYork City

Notice to Applicants and Employees who reside within NewYork City.

PayPal is on a mission to revolutionize commerce globally. We’re driving our company, industry, and society forward with vision and velocity. With our commitment to excellence, innovation, and talent, the possibilities are limitless. Learn more at PayPal.com/Jobs.