Dir, Servicing Experience Design

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 Description Summary:

As Director of Servicing Experience Design within the Servicing Experience team, you'll lead innovation at the intersection of AI and customer servicing by swiftly devising and developing compelling GenAI and software prototypes. Perfect for a former solutions engineer or architect eager to embed within a dynamic organization, this role provides the opportunity to engage directly with real-world data and practice applied AI, shaping customer experiences without the constraints of long-term integration.

Job Description:

Your Way to Impact:
You will drive tangible innovation by translating complex customer service challenges into
practical, engaging prototypes. Your agile solutions will enable PayPal to rapidly test and
validate new ideas, enhancing our merchant and consumer servicing experiences through the intelligent use of emerging technologies.

In Your Day-to-Day Role You Will Oversee:

• Rapidly conceptualizing and developing prototypes leveraging Generative AI and software engineering practices.
• Collaborating closely with Servicing Experience Product teams, Customer, Merchant, and Consumer servicing stakeholders, and Business Intelligence teams to pilot new ideas.
• Proactively identifying opportunities, researching innovative and experimenting hands-on to develop workable solutions.
• Maintaining a lean, agile operational approach to swiftly iterate on ideas and prototypes.
• Balancing innovative pursuits with practical, user-focused solutions that deliver tangible business and customer benefits.

What Do You Need to Bring:

• Technical educational background not mandatory; curiosity, practical experience, and solution-oriented mindset are key. Looking for 15 years of work experience, we are open to diverse work experiences if you can explain how it has shaped your personal and skills growth.

• Demonstrated experience in solutions engineering or technical architecture, especially with rapid prototyping and applied software development.

• Solid foundational understanding of applied AI, deep learning, and Generative AI. Bonus points if you have experience with Anthropic, OpenAI API, Langchain, or conducting evals.

• Exceptional curiosity and a relentless drive to creatively solve problems; willingness to showcase a portfolio of projects and share detailed insights on your motivation behind building them.

• A natural excitement for exploring and adopting new software and technological solutions, quickly moving from concept to actionable prototypes.

• Strong user-centric approach with robust business acumen, ensuring solutions genuinely enhance the customer service and sales experiences.

• Comfort working cross-functionally with product teams, business intelligence, and voice of customer teams, ensuring alignment and shared vision in prototype development.

Additional Considerations:

• Technical educational background not mandatory; curiosity, practical experience, and solution-oriented mindset are key.

• Emphasis on authentic problem-solving rather than forced application of trendy solutions.
• Collaborative, communicative approach to clearly articulate the value and purpose of developed prototypes to diverse internal stakeholders.

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

-

PayPal is committed to fair and equitable compensation practices.

Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.

The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit https://www.paypalbenefits.com.

The U.S. national annual pay range for this role is

$120300 to $287100

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.