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Service Engagement, Design Program Manager

PayPal |

PayPal | Posted Mar 9

Full-time

Austin

Unknown

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:

Experience Design Operations exists tocultivate athrivingenvironment where people can focus on doing their best work by building efficient processes, providing the right tools andresources, and ensuring designhas astrategic voice across the organization We are seeking a Sr. Design Operations Program Manager to optimize our design processes, and workflows, enabling efficient and scalable product development on our Service Engagement team. No two days are alike here and your responsibilities will range from operational execution to building for the future by implementing strategic improvements.

Job Description:
Essential Responsibilities:

• Scope: The project & program responsibilities are focused on the delivery of a product or computer-based system from design to release for customers.


• Develop and manage program plans, including timelines, milestones, deliverables, and procurement activities.


• Coordinate activities across multiple projects to ensure alignment with program objectives.


• Monitor program performance and implement corrective actions as needed.


• Communicate program status to stakeholders and executive leadership.


• Manage program budgets and financials.


• Facilitate cross-functional collaboration and resolve conflicts.


• Ensure adherence to engineering standards and best practices.

Minimum Qualifications:

• 5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.


• Proven track record of managing complex programs within an engineering environment.

Additional Responsibilities And Preferred Qualifications

• Ability to partner across product, engineering, operations, AI assistance, and servicing teams to drive alignment on end-to-end service delivery for platform features and agent-facing tools.


• Experience defining and executing service-readiness plans, including workflow mapping, agent impact assessment, training requirements, communication, and operational risk mitigation.


• Strong understanding of agentic workflows and servicing platforms (e.g., Help Center, Live Chat, Message Center, Resolution Center, ACE, SCM), with the ability to translate complex product changes into clear operational guidance.


• Demonstrated capability to analyze servicing performance data (contact drivers, escalations, dispute trends, case insights) to uncover friction and influence product prioritization.


• Proven ability to manage dependencies across multiple work tracks (AI Assistance, Collections & Disputes, E2E Teammate Tools) and orchestrate cross-functional stakeholders toward consistent, high-quality service outcomes.


• Experience establishing feedback loops with global servicing teams and ensuring that frontline insights, workflow gaps, and quality issues feed into roadmap and design improvements.

Primary Location : Pay Range:

Austin, Texas : ($145,000.00 - $215,050.00 Annually)

Additional Location(s) : Pay Range:

No other locations are assigned to this requisition currently.

Additional compensation for this role may include an annual performance bonus, equity, or other incentive compensation, as applicable.

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

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.

About the company

PayPal