At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.
Job Description Summary:
The Experience Design organization at PayPal is chartered with improving our end-to-end customer experiences, building the muscle of being customer centric and thinking end-to-end to deliver amazing experiences. The Product Manager will be responsible for ensuring our global customers have equitable experiences using our products. As a Product Manager, you will guide a multi-year, global initiative to embed product inclusion principles & improve under-served customer representation in our experiences. You will work closely with our research, product, design, data and engineering teams and develop policies, frameworks, and workflows that are proactive and effective at scale.
Job Description:
What success looks like:
• Lead design and implementation of a holistic, end-to-end Customer Insights Lifecycle program with a focus on inclusive insights and practices to activate the enterprise to react to and solve customer pain points in near real-time.
• Develop mechanisms to synthesize customer feedback, especially from under-represented customer segments, across multiple channels and teams to create a single source of intake for product, marketing, and policy teams to prioritize roadmaps.
• Develop and scale capabilities to triangulate, triage and prioritize customer feedback, assess customer impact, and evaluate root cause to ensure our top customer issues are addressed quickly and in a manner that promotes inclusivity and minimizes harm
• Define data and predictive analytics requirements to measure the impact of customer outcomes, with attention to how different groups are affected.
• Establish inclusive KPIs for all product, policy, and marketing implementations, Partnering closely with Voice of Customer (VOC) and Product Analytics leaders to implement and drive constant measurement towards equitable customer outcomes.
• Leverage and connect tools and automation across customer intake and engineering teams, emphasizing the need for consistent flow of feedback, status updates, and measurement of impact that reflects the diversity of our customer base.
• Help product teams connect, collaborate and coordinate their efforts related to inclusion in the consumer experience
• Prioritize and advocate for an inclusive and representative customer experience by integrating diverse persepctives and ensuring all products are developed with accessibility and equity in mind
• Lead diverse cross-functional teams and drive towards shared goals, ensuring inclusion and equity are core values in team dynamics and decision making processes.
• Serve as a thought partner in helping develop overall inclusion program efforts and identify emerging issues and trends to inform decision-making.
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:
To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx
PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.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.
As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.
REQ ID R0110368