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 Summary:

The Service Experience (SE) Incident Lead plays a pivotal role in managing and resolving incidents within the Service Experience team. Serving as the central point of contact during incident response, this role ensures effective coordination across teams, prioritizes customer and teammate experience, and drives resolution efforts. The SE Incident Lead must communicate clearly, execute decisions swiftly, and maintain alignment with Service Experience goals, all while leveraging exceptional relationship management and analytical skills.

Job Description:

Essential Responsibilities:

Scope: The project & program responsibilities are focused on internal information system-specific project tasks or non-technical project completion using an internal customer perspective, both typically from initiation through delivery.Develop comprehensive project plans and manage project portfolios.Lead and mentor project teams.Coordinate efforts across various teams to maintain progress and quality.Identify and mitigate significant project risks.Ensure all deliverables meet rigorous quality standards.Provide strategic updates to senior stakeholders.Manage project budgets and resources effectively.

Minimum Qualifications:

Minimum of 5 years of relevant work experience and a Bachelor's degree or equivalent experience.

Preferred Qualification:

Key Responsibilities:

1. Single Point of Contact within the Event Incident Response Team (IRT)

Act as the primary liaison between Service Experience (SE) and all internal teams involved in the incident, including Site Reliability Engineering (SRE), Product teams, Account Managers (AMs), Customer Success Managers (CSMs), Front Office Servicing teams, and cross-functional departments such as Legal, Treasury, Risk, and PMO.

Serve as the centralized decision-maker for SE during incident response, ensuring smooth communication, alignment, and execution of actions across teams.

2. Support for AM, CSM Teams, and Front Office Servicing

Provide clear and timely guidance to AMs, CSMs, and Front Office teams regarding customer communication, service recovery, and incident-related actions.

Ensure consistent communication processes across all customer-facing channels, including phone, email, and chat, to effectively handle customer inquiries.

3. Representation of SE Customer and Teammate Interests

Advocate for both customer (merchant) and teammate priorities throughout incident response, ensuring that decisions align with Service Experience values and service objectives.

Address impacts to customers or teammates with a focus on ensuring minimal disruption and quick resolution.

4. Lead SE Core Team in Remediation Activities

Direct the SE Core Team and relevant cross-functional partners to swiftly implement remediation actions and restore impacted services.

Focus on risk mitigation, service normalization, and customer experience recovery.

5. Escalation to Business Continuity Response Leadership (BRCL)

Continuously assess the incident's status and escalate to the SE BRCL team if broader business continuity measures are needed.

Activate and oversee business continuity plans to mitigate customer and business impact when necessary.

6. Timely Communication to SE Stakeholders

Provide regular updates to SE stakeholders (AMs, CSMs, leadership, etc.) as per established Incident Protocols.

Deliver clear and transparent communication regarding decisions, updates, estimated resolution times, and required actions—including teammate talking points via UM and RCA documentation for CSMs.

7. Decision-Making for SE in the Incident

Make key decisions for SE that align with team goals, best practices, customer needs, and incident classification ratings.

Ensure decisions reflect strategic objectives and uphold service standards.

8. Root Cause Analysis (RCA) and Mitigation Plans

Collaborate with technical and cross-functional teams to identify the root cause of incidents, assess impacts, and develop mitigation plans to reduce the risk of recurring issues.

Drive preventative actions and corrective measures to safeguard future operations.

9. Impact Assessment and Postmortem Documentation

Evaluate incident severity and consequences, documenting the event's details, impact totals, timeline, resolution steps, and lessons learned.

Lead postmortem reviews to inform continuous improvement initiatives.

Qualifications and Skills:

Relationship Management: Exceptional ability to build partnerships and foster a 'one team' environment across teams.

Communication: Proficient written and oral communication skills; calm, polite, and professional demeanor.

Conflict Management: Proven experience managing conflict and resolving issues effectively.

Customer Service: Demonstrated ability to manage customer expectations and prioritize their needs.

Adaptability: Service-oriented, adaptable, and resilient to dynamic incident scenarios.

Accountability: Results-driven with a strong sense of personal accountability.

Detail-Oriented: High attention to detail, quality control, and process adherence.

Analytical Thinking: Advanced skills in analyzing data, defining insights, and presenting metrics (e.g., KPIs).

Interpersonal Skills: Strong listening skills, ability to build rapport, and proactive awareness of internal and external challenges.

Additional Requirements:

Flexibility to handle incidents beyond standard working hours—incidents don’t adhere to a 9-to-5 schedule.

Ability to thrive in high-pressure situations while maintaining a focus on customer and teammate outcomes.

Join Us and Make an Impact:

As an SE Incident Lead, you’ll be at the forefront of ensuring seamless incident management while upholding our commitment to exceptional service experiences. If you excel in leadership, communication, and problem-solving, and thrive in dynamic environments, this role offers the opportunity to drive meaningful change and safeguard both customer and business value.

Subsidiary:

PayPal

Travel Percent:

0

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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 US national annual pay range for this role is $76,500 to $126,500

PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. Any such request is a red flag and likely part of a scam. To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us.

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 paypalglobaltalentacquisition@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.