Venmo Customer Support Project Manager

Role Description: 

At Venmo, we build products that make payments easy. Our payments are so easy that they fade into the background and make entirely new kinds of interactions possible. From splitting rent with roommates to paying a friend to say “thank you”, the stories and experiences of our users’ payments are highlighted and shared in our feed.

If you're passionate about innovating the customer experience, then we want to hear from you.  As the Customer Support Project Manager, you will lead projects that support our Customer Service operation.  Day-to-day roles include project management and implementation, while helping our amazing teammates be successful as they delight our customers.  

  • Project Management
    • Work directly with the front-line team, developers, and leadership on project management tasks
    • Implement new software and processes for the Venmo Customer Support team (i.e. workforce management software, IVR, survey tool, etc.)
    • Take products from start to finish - coordinate kickoffs, follow-ups and retros with stakeholders to ensure successful deliverables of new products
    • Lead interactions with contracts, legal, and infosec teams  
    • Proactively determine operations needs and effectively communicate to the Product Teams
    • Schedule meetings, travel schedules, and off-site events as required
    • Show flexibility with the rapid changes within the Venmo and PayPal project landscape
    • Develop presentations, communicate project updates with Operations Leaders and stakeholders
    • Manage vendor contracts and commitment
    • Assist with audits and other projects that the Customer Support team is involved in
    • Show initiative, taking action to make things better
    • Participate in team meetings, documenting actions and results, following-up on action items
  • Teammate engagement
    • Facilitate teammate meetings
    • Design and deliver strategic internal communications via email, print, social networks, and video
    • Collaborate for volunteerism, community outreach, and diversity and inclusion initiatives
    • Oversee event design and execution of company engagements
    • Develop and deploy employee recognition and incentive programs and perks
    • Knowledge and demonstrated experience around culture assessments and team effectiveness

Basic Requirements

  • 2+ years of project management experience
  • Bachelor's degree preferred and/or project management certifications
  • Experience in working with Product Management teams, executives, and third parties
  • Acrobatic juggling skills; you’re someone who can skillfully handle multiple projects at once
  • Passionate and knowledgeable; your thirst for learning extends further than what is required for your job
  • Obsessive organizer; you love using tools to help solve problems
  • Fire fighting with finesse; you can tackle problems quickly, while maintaining focus on priorities
  • Big picture thinker; you’re pragmatic and can take a telescopic lense to problems and conversations
  • Flexible; you understand that projects and decisions will change at the drop of a hat, and you’re comfortable adapting to whatever changes are thrown at you
  • Excellent verbal and written communication skills, including high level presentation skills
  • Positive attitude and passion for creating “wow” moments for others

 


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