Description:
Job Description Summary: In this role you will be part of our Global Merchant Services (GMS) Organization, managing a portfolio of Servicing Practice projects/programs that will enable our team to bring its vision to life by building a best-in-class global servicing. Our GMS team delivers a strong and deep relationship with our customers, that goes beyond expectations, focused on driving growth for our customers and for PayPal.
Job Description:
Key Responsibilities
- Lead and manage complex Servicing Practice projects from initiation to implementation by translating strategic priorities into execution-oriented programs.
- Ensure each program is built around clear commercial objectives and delivers comprehensive guidance on the execution by the GMS organization. This may include Servicing Practices such as: Integration & Onboarding Management, Customer Business Reviews, Servicing Productivity, Revenue Attainment, Expansion, Retention, Case Management as well other internal Risk and Compliance requirements.
- Accountable for delivering projects on time, within defined scope and budget.
- Support Business Leaders to scope and structure new Servicing Practice programs.
- Accountable for project documentation including project plans, timelines, status reports, and issue/risk logs.
- Responsible for controlling and monitoring performance across all aspects of an assigned project
- Provide support to senior leaders through decision making processes.
- Communicates project portfolio updates regularly to all stakeholders across all levels of our organization.
- Build strong relationships & networks across the PayPal GMS organization and internal stakeholders such as Commercial, Risk, Compliance, Finance, Product, and Marketing.
- Contribute to driving knowledge sharing, standardization, best practice sharing and lessons learned
Required Experience / Qualifications:
- Program management experience preferably within a Customer Success / servicing driven organization.
- A recognized program management qualification/membership would be beneficial but not essential.
- Proven success in delivering complex projects/programs within scope, on time and within budget while exceeding stakeholder satisfaction.
- Experience of driving complex change management and maturity programs achieving results through partnership with multiple internal departments.
- Experience in leading programs in a Sales or Service eCommerce/Payments organization
- Ability to assess, analyze, and resolve issues, and distill that complexity into simple communication.
- Strong organizational and time management skills.
- Strong analytical, verbal and written communication. Quality focused with strong attention to detail.
- Ability to handle multiple projects and assignments. Ability to work under pressure to tight deadlines.
- Demonstrate a willingness to take charge and work effectively to deliver results, despite internal or external obstacles.
- Ability to drive senior stakeholder management across all levels of our organization.
- Confident with preparing presentations for a variety of audiences.
- Experience in proposing solutions and driving decisions.
- Passion for user experience with a strong operational background.
- Ability to work independently and in a team environment across geographical boundaries.
- Self-motivated, with the ability to work on own initiative.
- Proficient in Microsoft Office Tools.