The VP and Head of Operational Excellence is responsible for leading a diverse set of processes with natural synergies to ensure excellence in day-to-day operational performance for the Global Customer Service (GCS) business, which includes all customer servicing and collections & recovery for PayPal.

Core areas of responsibility are:

• Operational readiness and effective implementation of change initiatives including regulatory and policy changes, employee-facing technology & tools, and customer-facing events.
• Internal controls overseeing the GCS issue and incident management programs, audit and exam readiness, and coordination of risk and control assessments as required by policy
• Quality program management
• Workforce management, working closely with Capacity Planning
• Call routing strategy and execution, working closely with Capacity Planning
• New hire training for high-volume, non-exempt employees

He/She/They will work closely with the GCS leadership team as a shared services utility leader to achieve shared performance objectives. He/She/They will also partner with a wide range of enterprise functions for execution, including Compliance, Regulatory Relations, Product and Engineering.They will lead a significant team of direct employees across North America, EMEA, LATAM and APAC.This position will report to the SVP and Head of Global Customer Services.

Key Responsibilities

• Ensure processes for change assessment and delivery are well-designed, sustainable, and performing well. Seek continuous improvement through post-mortem assessments, post change delivery tracking and stakeholder feedback.
• Develop and manage a strong quality management program to manage risk effectively in customer interactions and non-customer facing processes, as well as enable better service delivery for customers.
• Lead controls programs for Global Customer Service, including issue and incident management. Ensure exam and compliance testing readiness and coordinate response, in partnership with Government Relations and 2nd Line as appropriate.
• Optimize call/message routing, workforce availability and high-volume new hire training to support day-to-day operational performance objectives for GCS.
• Nurture a culture that reflects our leadership principles and champions diversity, equity, inclusion & belonging through actions and outcomes.

• 10-15 years of leading diverse operational processes and functions, focusing on change execution, controls/quality and workforce optimization.
• Experience in developing and optimizing a shared service function that supports a globally footprinted operational business
• Regulated industry experience preferred (e.g., financial services, insurance, healthcare)
• Consistent record of success in delivering performance to target across multiple dimensions.
• Proven effective collaborator with high execution quotient, operating in a fast-moving, matrixed, relationship-focused environment. Clear comfort with ambiguity and evolving strategies.
• Compelling communicator and culture carrier, driving change effectively across a diverse population of employees and partners
• Continuous improvement mindset with a bias toward action.
• Global and domestic travel – up to 20-35%.
• BS or BA preferred.