Sr. Manager, Customer Complaints Program

3+ months agoOmaha, NE

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 375 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

PayPal’s Global Consumer Practices team is looking for an experienced and energetic Senior Manager to lead its Global Customer Complaints Program responsible for overseeing the company’s implementation of customer complaints management, including intake, analysis, and enterprise reporting on complaints to stakeholders and senior leaders.


This role, reporting to the Head of Global Consumer Practices, Compliance, will oversee the Customer Complaints Program. Responsibilities include:

  • Collaborating with business units for implementation of processes to ensure that complaints intake, identification, analysis, and reporting satisfy global regulatory expectations
  • Serving as a key subject matter expert for Compliance and business units on customer complaints management policy and regulatory requirements
  • Managing the development and implementation of customer complaints management policies in markets where PayPal operates
  • Assessing global regulatory requirements for complaints management against enterprise policies to determine scope and prioritization of the program’s expansion
  • Developing methods for ensuring that customer complaints management processes are effective at identifying consumer protection risks and potential product enhancements
  • Conducting assessments of complaint processes for compliance with applicable policy and procedures, including processes performed by cutting-edge automated complaints management tools
  • Collaborating with teammates within Global Consumer Practices to monitor complaint activity for compliance with enterprise standards for fairness and anti-discrimination
  • Overseeing and reporting on projects for integration of acquired companies into the enterprise program in markets where PayPal operates
  • Maintaining annual training on complaints management processes

Qualifications: Candidates should possess the following qualifications.

  • 7+ years of compliance, consumer protection, operational risk, or similar experience.
  • Demonstrated experience managing programs and projects, including development and implementation of priorities and project plans.
  • Demonstrated experience implementing or overseeing implementation of customer complaints management processes, including root cause analysis and reporting.
  • Experience with global consumer protection laws and regulatory expectations applicable to financial services organizations and products, such as Fair Treatment of Vulnerable Customers, prohibitions on unfair, deceptive, and abusive acts and practices (UDAAP), and similar global obligations.
  • Familiarity with, and strong interest in, financial services technology, mobile and alternative payments, as well as emerging technology.
  • Demonstrated ability to learn quickly, manage projects and drive results.
  • Strong communication and presentation skills.
  • Ability to thrive in a fast-paced, changing environment.
  • Strong computer knowledge; excellent MS Word, Excel, Visio, and PowerPoint skills.
  • Strong reputation for integrity and ethics.

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

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

Client-provided location(s): Omaha, NE, USA
Job ID: a60d624c0aaed9e5552d1477b43b2bf5ac183cca15a59cf3199ce0e267c33ec9