PayPal

Senior Manager, Quality Management

PayPal

full-time

Posted on:

Location Type: Hybrid

Location: Omaha • California • New York • United States

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Salary

💰 $111,500 - $165,550 per year

Job Level

Senior

About the role

  • Lead complex projects of diverse scope to optimize operational processes
  • Participate in complex problem resolution and determine methods and procedures for new assignments
  • Drive global process improvements within the organization
  • Provide oversight and support for planning and management of financial, budget, and headcount targets
  • Act as a liaison between business leadership, staff, and other key partners
  • Influence the quality, efficiency, and effectiveness of business processes
  • Utilize internal and external data to provide actionable insights for business growth

Requirements

  • 8+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience
  • 5+ years of experience in Customer Experience, Operations, or Customer Service within financial services or a regulated industry (fintech, banking, payments, lending, or insurance)
  • 5+ years of experience managing teams in a global or matrixed organization
  • Demonstrated ability to synthesize customer feedback, complaint data, and VOC insights into actionable recommendations for Product and Operations teams
  • Experience supporting issue triage, escalation management, and customer remediation workflows
  • Strong written communication skills with experience creating and maintaining customer-facing and agent-facing content (Help Center, SOPs, Knowledge Base)
  • Demonstrated ability to collaborate across cross-functional teams including Product, Legal, Compliance, Risk, and Customer Service.
Benefits
  • Generous paid time off
  • Healthcare coverage for you and your family
  • Resources to create financial security
  • Support for your mental health
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementfinancial managementbudget managementdata analysiscustomer experienceoperations managementissue triageescalation managementcustomer remediation workflowssynthesizing customer feedback
Soft Skills
leadershipcommunicationcollaborationproblem resolutioninfluencingorganizational skillsanalytical thinkingcross-functional teamworkstakeholder managementactionable insights