Engineering Program Mgmt
PayPal Inc.

Job Info

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At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to revolutionize commerce globally to make moving money, selling and shopping, personalized and secure.

Job Description Summary:
Continuous Service Improvement Mgr.
Position Overview: The Continuous Service Improvement Mgr. will be responsible for driving continuous improvement initiatives across our service management function. This role requires a strategic thinker with a strong focus on process optimization, efficiency gains, and customer satisfaction enhancement.

Meet our team: As member of this team, you will interface daily with outsourced service providers, internal teams, leadership, key stakeholders, and the PayPal community.

Job Description:

Your day-to-day role:

• Continuous Improvement Strategy: Develop and implement a comprehensive continuous improvement strategy for the service management function, aligned with organizational goals and objectives.
  
• Process Optimization: Identify opportunities to streamline and optimize service management processes, workflows, and procedures to improve efficiency, reduce costs, and enhance service quality.
  
• Performance Metrics: Define key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of service management processes and establish benchmarks for performance improvement.
  
• Data Analysis and Insights: Analyze data and performance metrics to identify trends, root causes of issues, and areas for improvement, and use insights to drive data-driven decision-making.
  
• Change Management: Lead change management efforts to drive adoption of continuous improvement initiatives, overcome resistance to change, and foster a culture of innovation and collaboration.
  
• Cross-Functional Collaboration: Collaborate with cross-functional teams including IT, operations, customer service, and quality assurance to identify improvement opportunities, address challenges, and drive alignment with organizational objectives.
  
• Training and Development: Develop training programs and resources to build awareness, capability, and proficiency in continuous improvement methodologies and best practices across the organization.
  
• Project Management: Manage continuous improvement projects from inception to completion, including project planning, execution, monitoring, and reporting of outcomes and benefits realization.
  
• Stakeholder Engagement: Engage stakeholders at all levels of the organization to gather input, gain buy-in, and promote participation in continuous improvement initiatives.
  

• Best Practice Sharing: Stay abreast of industry trends, best practices, and emerging technologies in service management and continuous improvement, and share knowledge and insights with internal stakeholders.
  

What you need to bring:

• Bachelor's degree in Business Administration, Information Technology, Engineering, or related field.
  
• Proven experience (5+ years) in service management, process improvement, or related roles, preferably in a technology-driven environment.
  
• Strong understanding of service management frameworks and methodologies such as ITIL, Lean Six Sigma, or Agile.
  
• Demonstrated experience leading continuous improvement initiatives and driving measurable business outcomes.
  
• Proficiency in data analysis, process mapping, root cause analysis, and performance measurement techniques.
  
• Excellent project management skills, with the ability to prioritize tasks, manage resources, and deliver projects on time and within budget.
  
• Strong interpersonal and communication skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
  
• Change management experience, with a track record of driving organizational change and building a culture of continuous improvement.
  
• Certification in relevant areas such as ITIL, Lean Six Sigma, or Project Management is desirable.
  

Additional Job Description:

Subsidiary:
PayPal

Travel Percent:
0

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.

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. For more information, visithttps://www.paypal.com , https://about.pypl.comand https://investor.pypl.com.

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 paypalglobaltalentacquisition@paypal.com.

Any general requests for consideration of your skills, please Join Our Talent Community.

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