Enterprise Servicing Manager
Job Summary: In this role as an Enterprise Servicing Manager, you will lead service delivery for enterprise clients, ensuring operational efficiency, consistency, and scalability across PayPal’s servicing organisation. You’ll implement strategies that improve client satisfaction and reduce friction across support processes. Your leadership will directly influence customer trust, retention and PayPal’s ability to serve enterprise merchants effectively.
Essential Responsibilities
* Develop strategic engagement plans that anticipate client needs and enhance satisfaction.
* Facilitate workshops or training sessions to deepen client relationships.
* Create and implement communication strategies that promote clarity and engagement. Provide coaching to peers on effective communication techniques.
* Act as a subject matter expert, guiding clients on advanced product applications and troubleshooting complex issues. Share knowledge with team members.
* Lead discussions on market trends that impact client strategies, offering proactive advice to help clients adapt to changes.
* Design and implement comprehensive solutions that address complex client challenges, ensuring alignment with overall account strategies.
* Oversee resolution processes for high-impact client issues, ensuring thorough communication and follow‑up with stakeholders.
* Develop systems to track and analyze client interactions, identifying patterns that inform proactive service interventions.
* Build strong relationships with key clients, ensuring their voices are represented in organizational decisions and strategy.
* Analyze feedback trends to identify areas for improvement and collaborate across functions to implement changes based on merchant insights, enhancing overall service delivery.
* Proactively seek and propose tailored growth opportunities based on merchant needs and business goals, using data and insights to support recommendations.
* Develop and execute initiatives aimed at increasing merchant satisfaction, such as loyalty programs or customized service offerings, measuring their effectiveness through metrics.
Expected Qualifications
* 3+ years relevant experience and a Bachelor’s degree OR equivalent combination of education and experience.
Additional Responsibilities & Preferred Qualifications
* Provide general account service (e.g., account configuration and transaction inquiries) and case‑level account service (e.g., appeals requests).
* Educate merchants on product and account operations best practices.
* Drive continuous improvement in servicing metrics, including SLAs, ticket resolution, operational contact volume, and merchant satisfaction.
* Address compliance, risk, and regulatory documentation tasks (e.g., PCI DSS compliance).
* Resolve merchant disputes/adjudications, including process documentation and communication.
* Monitor and be accountable for customer service completion on lower‑complexity servicing intents.
* Drive issue resolution for high‑complexity intents in partnership with specialist teams (Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, Site Reliability Engineering).
* Manage case reviews, provide account support and configuration, and handle compliance and risk documentation.
* Experience delivering client‑focused solutions that meet customer needs.
* Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
* Experience with data‑visualisation tools such as Looker or Tableau, or willingness to learn.
* Prior payments industry experience preferred.
* Demonstrated ability to clearly communicate, compellingly present to, and influence key stakeholders across functions.
* Experience navigating matrixed, cross‑functional team environments.
* Ability to work at pace, tenaciously pursuing the resolution of complex issues.
* Bias toward action and desire for continuous learning and development.
Benefits
PayPal offers a flexible hybrid work model, employee share options, health and life insurance, and a range of benefits to support financial, physical, and mental health. For more details, visit PayPal Benefits.
Recruitment & Security Notice
PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. If you receive any request for payment, it is likely a scam. For guidance, visit Identify Recruitment Fraud.
Equal Employment Opportunity
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 under federal, state or local law. PayPal will provide reasonable accommodations for qualified individuals with disabilities.
#J-18808-Ljbffr