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 engages in complex problem resolution and leads projects of diverse scope. They determine methods and procedures for new or special assignments, resulting in global process improvements.

Job Description:

Essential Responsibilities:

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.

Minimum Qualifications:

Minimum of 12 years of relevant work experience and a Bachelor's degree or equivalent experience.

Preferred Qualification:

As a member of our technical operations team, you’ll lead our newly formed business operations team and establish 24/7 operational support capabilities. This role will be instrumental in driving operational excellence, optimizing business processes, and ensuring seamless day-to-day operations across the organization. We’re looking for skilled, motivated and experienced Technical Operations Support Manager to lead our 24/7 operations team This role combines people leadership with technical expertise to ensure our systems process and settles millions of transactions daily with exceptional uptime and performance. You'll manage a team of operations specialists while driving operational excellence and continuous improvement across our critical payment infrastructure.

Meet our team:
We’re a lean, self-motivated team of engineers and product managers united by a shared mission to enable seamless commerce around the world. We move with speed, believe in extreme ownership, and are driven by the impact our work has on the businesses and people who use our products every day.

Your Way to Impact:

As a Business Operations Manager, you'll lead high-performing operations teams while shaping both the technical and business operations of our platform. In this role, you'll build strong cross-functional partnerships and establish 24/7 operational support capabilities for our growing organization. You'll foster a culture of operational excellence by mentoring talent, optimizing team operations, and guiding your team's growth as both specialists and collaborators. This position will be instrumental in driving operational excellence, streamlining business processes, and ensuring seamless day-to-day operations across all business functions.

Lead and manage a team of 5 Technical Operations Support SpecialistsCreate and manage on-call rotation schedules ensuring 24/7 coverageRecruit, interview, and onboard new team membersFoster a collaborative team culture focused on operational excellence and continuous learningManage team performance metrics, SLA adherence, and incident response effectivenessOversee incident response processes and ensure adherence to defined SLA targetsMaintain operational dashboards and KPI reporting for leadership visibilityEnsure compliance with change management and operational proceduresDevelop and refine operational procedures, runbooks, and escalation processesIdentify automation opportunities to reduce manual operational overheadLead capacity planning and performance optimization initiativesEstablish operational metrics and continuous improvement programsPartner with engineering teams to enhance overall system observabilityWork closely with Engineering, Product, and Infrastructure teams on operational requirementsCoordinate with global teams across multiple time zones for seamless 24/7 operations

Your Day-to-Day:

Provide strong leadership and guidance to operations teams, fostering a culture of collaboration, innovation, and continuous improvement.Define clear objectives and key results (OKRs), and consistently deliver against them while driving measurable improvements in key performance indicators (KPIs).Accelerate team productivity and delivery velocity through effective leadership, process optimization, and strategic support.Ensure the team adheres to the SOP for each of the business operations

What do you need to bring:

15+ years of progressive experience in business operations, technical operations, or related functions within the financial services sector, with strong preference for candidates from major Indian banking institutionsCreate, verify, and adjudicate disputes with participating networks and payment providers to resolve transaction discrepanciesCollaborate with engineering and live support teams to handle escalated issues and provide technical assistance to participants and payment providersSupport ongoing business operations related to payment processing, dispute resolution, and network maintenance activities At least 3 years of proven people management experience, successfully leading and developing technical operations teamsExperience managing 24/7 operations teams with on-call responsibilitiesEstablished track record of building, scaling, and optimizing operations teams to support business growth and operational demands.Deep understanding of banking back-office operations, including payment processing, settlement procedures, and multi-party reconciliation workflowsComprehensive experience in dispute management lifecycle, from initial case assessment through adjudication and final resolutionStrong familiarity with payment provider ecosystems and inter-bank operational processesStrong project management and organizational skillsStrong analytical and problem-solving abilities to drive operational efficiency and process improvements

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.