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:

At PayPal, we put people at the center of everything we do. The PayPal Manager leads a team of team lead and specialists, both internal and outsourcing resources, who are dedicated to driving world-class service for our customers. This includes motivating, building, coaching, and developing specialists to become highly effective, responsive, inclusive, and customer-focused teammates. A key accountability is to spend time coaching specialists enabling them to become a high performing teammate that meets and exceeds performance goals. The Manager participates in hiring, on-boarding, and retaining the right talent for the team. This role also maintains the complaints and legal workflows, escalations and delegations across the leadership team as well as managing service levels while continually looking for ideas for improvement. Collaborates with Directors on ideas for improvement, implementing strategy and execution plans, and adjusting processes, as well as providing management guidance to the team, assessing resources, monitoring daily metrics, and providing feedback to Directors. Will also work closely with various partners around the business to support the resolution of customer complaints or fulfillment of legal orders.

Department Introduction:
The Global Customer Complaints & Advocacy (GCCA) department stands as a pivotal unit within PayPal. We specialize in addressing intricate and high-risk customer complaint cases that are received from customers, other departments within PayPal, and senior leaders across the business. GCCA analysts work closely with all departments to resolve these escalated concerns. The GCCA team is composed of tenured professionals who possess not only extensive experience handling complaints but also exceptional soft skills to effectively communicate with customers as well as leaders at all levels of the business. We handle these complex matters through phone calls and emails with precision and empathy.

Our role extends beyond mere resolution for customers. We collaborate with Compliance, Legal, Public Relations, and Government Relations to serve as the voice of PayPal Japan, representing the company in responding to customer complaints that have been escalated from both internal and external sources. These sources include media outlets, law enforcement agencies, legal entities, government institutions, and regulatory bodies. Collaboration is at the heart of our operations. We work closely with cross-functional teams to ensure a comprehensive and effective response to every complaint, thereby upholding PayPal's commitment to customer satisfaction and integrity.

In addition to leading team members and having oversight of our outsource partners, this role will also be responsible for leading an oversight committee that enables PayPal Japan to have line of sight on customer service activities, escalating issues around customer complaints and have the ability to have a larger voice to rectify issues that would suit customer expectations in Japan.

Job Description:

Key Responsibilities: 

Leadership & Development

Set clear goals and performance metrics for the team. 

Coach and develop Specialists to exceed performance standards. 

Conduct regular coaching sessions and effective team meetings. 

Foster a culture of empowerment, high performance, diversity, and inclusion. 

Engagement across the global team, active participation in strategic initiatives that align with the organization’s goals. 

Operational Excellence

Manage complaints and legal workflows, escalations, and delegations, responding as appropriate within service level. 

Collaborate with Directors and Quality Lead to implement strategies and process improvements. 

Monitor daily metrics and provide feedback to ensure service levels are met. 

Cross-functional collaboration: Work closely with various business partners to resolve customer complaints and fulfill legal orders. 

Ensure the team is in compliance with the local regulations 

Team Management

Lead a team of specialists, focusing on talent development and retention. 

Oversee partner site resources and performance within GCCA queues 

Create an inclusive and motivating work environment. 

Facilitate constructive dialogue between specialists and other functions. 

Utilize diverse development methods to grow team members. 

 

Continuous Improvement

Leverage best practices and stay updated on industry trends and local regulatory requirements. 

Attend ongoing training to enhance knowledge in department and industry areas. 

Utilize performance development planning to support career growth of team members. 

Innovation and Training; active participation in global training and quality programs, ensuring consistency in case handling; enhancing program effectiveness. 

 

Preferred Qualifications

Strong verbal and written communication skills; ability to effectively communicate with teammates, leaders and business unit leadership in both Japanese and English 

Proven track record of creating inclusive, high performing teams 

Excellent organizational, communication, and interpersonal skills 

Ability to influence and drive positive changes utilizing data and reports 

Experience in change management while maintaining and driving teammate engagement 

Proven ability to overcome challenges and drive performance to meet and exceed customer experience and business goals 

Ability to anticipate trends and patterns, act quickly to change course, maintaining momentum. 

Ability to define and utilize quantitative and qualitative management reporting toolsets 

Proficiency in systems (Internet, Office Applications, CoPilot) and proficiency in and/or ability to learn internal business systems quickly 

Strong writing and documentation ability to handle the official/regulatory related documents in Japanese 

 

Job Requirements

Japanese and English languages (bilingual)

8 years of related experience, minimum 

Prior experience in people and change leadership 

Customer communication experience 

Bachelor’s degree or equivalent work experience 

 

Competencies

Coaching, Developing & Retaining Teammates 

Diversity, Inclusion, Equality, and Belonging 

Customer Focus 

Acquiring and On-boarding Teammates 

Drives for Results, Managing / Measuring Work 

Shared Values / Ethics 

Change Management 

Delegation 

Organizational Agility 

Preferred Qualification:

Subsidiary:

PayPal

Travel Percent:

0

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 benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

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 talentaccommodations@paypal.com.  

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.