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:

The Incident Management Quarterback’s primary responsibility is to ensure that incidents are managed effectively, impact is minimized, all system and customer impact is recovered, and we continuously improve our processes and program.

Job Description:

Job Responsibilities:

Identify and escalate incidents requiring immediate attention from senior leadership.

Facilitate timely resolution of severe and crisis-level incidents.

Facilitate collaboration across incident management teams to ensure cohesive responses.

Serve  as a liaison between incident teams and senior leadership, ensuring streamlined communication by providing situational awareness updates and delivering detailed incident reports that offer clarity and actionable insights. 

Manage drafting and approval of internal and external communications, ensuring clear and consistent messaging.

Support the preparation of timely and accurate regulatory report submissions.

Engage with PayPal's Legal, Risk, Compliance, and other relevant departments for incidents involving regulatory non-compliance.

Engage with fraud and security response teams, including but not limited to internal or third-party forensic, for malice incidents and offer insights and response recommendations.

Guide and facilitate post-incident reviews to identify underlying causes, lessons learned and refine processes.

Develop and implement proactive plans for overall incident preparedness.

Create and participate in tabletop exercises, simulations, and after-action reports.

In this role, we are looking for individuals who demonstrate strong leadership, adaptability, and communication skills, as well as the ability to thrive under pressure while working collaboratively in a team-oriented environment. Below are key qualities and experiences that will set candidates apart:

Influence Without Authority:  As an incident manager, you will interact with colleagues across different lines of business. You must bring a confident leadership presence to each meeting, instilling a sense of trust and teamwork. Despite not directly managing team members, you will be expected to inspire them to follow your direction and align with the incident resolution strategies you propose.

Effective Communication Skills:  You will play a pivotal role managing and communicating key updates during incidents. Your ability to deliver clear and concise information – including senior leadership—is essential to ensuring timely decision-making. You will set the tone for incident status meetings, using clear verbal communication to ensure the team understands critical updates and roadblocks. Equally, your written communication skills should allow you to effectively document incident timelines, resolutions, and key decisions, capturing details in a way that tells a cohesive story for future reference.

Adaptability:  Incidents evolve rapidly and unpredictably; you will need to shift focus and approach as situations develop, while maintaining composure and decisiveness under pressure. Ideal candidates demonstrate the ability to work effectively in environments with frequently changing priorities and unexpected challenges. Flexibility and resilience are key to thriving in this position.

Performing Under Pressure:  As an Incident Manager, you set the tone for the whole team. Your ability to remain calm, focused, and solutions-oriented will encourage others to follow suit, ensuring a productive and goal-driven response.

Prior Incident and Crisis Management Experience:  Your role is primarily managerial and facilitative rather than technical troubleshooting. Previous experience in incident management will give you the foundation to understand the lifecycle of an incident, enabling you to guide teams effectively and ask informed, strategic questions throughout the process.

Experience in Cybersecurity and Fraud Incident Response:  As the cyber and fraud landscape evolves so do threat groups tactics, techniques, and procedures. We’re looking for an incident manager that is equipped to handle both fraud and security-centric incidents. This type of incident manager possesses expertise in financial fraud investigations, customer protection efforts, and cybersecurity responses, bridging the gap between traditional fraud management and technical security incident handling.

Experience in a Global Financial Services Company:  The highly regulated nature of our industry, coupled with the global scope of operations, presents unique challenges. Previous experience in the finance sector, especially in a global framework, will provide you with invaluable context for the types of incidents we manage and the complexities tied to regulatory compliance.

Typically requires a minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years experience; or equivalent experience.

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.