PayPal · 12 hours ago
Director of SMB Servicing Operations - North America
Chicago, Illinois, United States of America
Full-time
Hybrid
Director/Executive
$124K/yr - $184K/yr
10+ years expPayPal has been revolutionizing commerce globally for more than 25 years. This role drives strategies to enhance customer experience, satisfaction, and loyalty by leading a team of service representatives and collaborating with cross-functional teams to improve the customer journey through strategic initiatives and process enhancements.
E-Commerce PlatformsFinTechMobile PaymentsTransaction Processing
Responsibilities
Direct and implement strategies to improve the overall customer experience and drive customer satisfaction and loyalty
Manage a team of customer service representatives, providing coaching and mentoring to enhance performance and productivity
Set performance goals and targets and monitor the team's performance closely to ensure goals are met or exceeded
Collaborate with cross-functional teams to identify and address customer pain points and improve the customer journey
Establish and maintain strong relationships with key stakeholders, internally and externally, to ensure alignment and support for customer experience initiatives
Ensure up to date with industry trends and best practices in customer experience management and implement relevant strategies and initiatives
Delegate regular reviews and analysis of customer feedback and data to identify areas for improvement and implement appropriate changes
Lead and scale the SMB support function, ensuring seamless service while driving transformation to include revenue generating opportunities
Implement AI, automation, and data-driven enhancements to improve service experience and operational efficiency
Implement AI driven insights and analytics to drive a personalized and segmented engagement strategy with merchants transitioning support interactions to sales opportunities
Drive initiatives that increase merchant retention, upsell opportunities and revenue contribution from within the service function
Collaborate with Product and Engineering to streamline workflows, enhance self-service, and reduce manual effort
Identify and remove friction points to accelerate time to resolution and enhance customer satisfaction
Leverage AI to predict customer needs and personalize service interactions
Partner with Product, Risk, Engineering, and Sales to align service operations with business objectives
Advocate for SMB customer needs, ensuring risk mitigation and business growth strategies work in harmony
Serve as a liaison between frontline operations and internal teams, ensuring clear communication and alignment
Work closely with Artificial Intelligence and Data Science teams to integrate advanced analytics into operational strategies
Define and own KPIs related to operational efficiency, merchant satisfaction, and business impact, delivering measurable improvements
Develop and manage KPIs that measure both service quality and revenue impact, with a focus on driving continuous improvement
Partner with Finance and Analytics to develop data-driven insights and recommendations for operational efficiencies
Drive service-to-sales motions, enabling frontline teams to turn support interactions into revenue opportunities
Ensure frontline teams are trained to meet PayPal’s evolving programs while delivering excellent service
Qualification
Required
10+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience
10+ years in Operations, Customer Servicing or related areas in a high-growth tech, payments, or marketplaces
Experience leading frontline call center teams, optimizing operations, and driving efficiency
Strong understanding of AI, automation, and product-led growth in service operations
Proven ability to execute service-to-sales strategies and integrate risk management into operations
Excellent cross-functional leadership, executive communication, and data fluency
Strong Analytical background with the ability to leverage data to drive decision-making and process improvements
Strong background in setting up performance frameworks that measure service quality and revenue impact, ensuring business growth
Preferred
Experience in implementing Artificial Intelligence solutions to enhance customer service and operational efficiency strongly preferred
Benefits
Medical
Dental
Vision
Life and disability insurance
Parental and family leave
401(k) savings plan
Paid time off
Flexible work environment
Employee shares options
Company
PayPal
PayPal is a financial service company that provides online payment solutions to its users worldwide.
10001+ employees
H1B Sponsorship
PayPal has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1144)
2024 (917)
2023 (775)
2022 (921)
2021 (1051)
2020 (1049)
Funding
Current Stage
Public CompanyTotal Funding
$12.17BKey Investors
Kohlberg Kravis RobertsBlueRun Ventures
2025-11-17Post Ipo Debt· $6.95B
2023-06-07Post Ipo Debt· $5B
2015-07-20IPO
Leadership Team
Simon Bladon
PayPal UK CEO
chaloem khompitoon
President & CEO
Recent News
2026-01-25
2026-01-24
PYMNTS.com
2026-01-24
Company data provided by crunchbase