Director of SMB Servicing Operations - North America

The Company

Pay Pal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, Pay Pal 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. Pay Pal 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 Pay Pal or Venmo account balance, Pay Pal 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 Pay Pal, 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:

This job drives strategies to enhance customer experience, satisfaction, and loyalty. Leading a team of service representatives, you’ll provide coaching to boost performance and productivity. Your role includes setting and monitoring performance goals to ensure targets are met or exceeded. Additionally, you will collaborate with cross-functional teams to identify and resolve customer pain points, continuously improving the customer journey through strategic initiatives and process enhancements.

Job Description

Essential 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

Expected Qualifications

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

Additional Responsibilities And Preferred Qualifications

About Our Team

The SMB Servicing team delivers high-quality support to small and medium-sized businesses across North America. We work across frontline operations, product, engineering, AI, workforce management, risk, and sales to improve efficiency, customer satisfaction, and business impact. Our goal is to redefine SMB servicing through AI, automation, product-led growth, and process innovation.

The Role

We are seeking a Director of SMB Servicing Operations - North America to lead and optimize SMB servicing. This role requires experienced driving operational improvements, automation, risk management, and service-to-sales motions while also having working knowledge of frontline call center teams and related challenges and opportunities. The ideal candidate can influence cross-functional stakeholders, implement scalable solutions, and deliver measurable business impact.

Key Responsibilities

Process & Technology Optimization

• Lead and scale the SMB support function, ensuring seamless service while driving transformation to include revenue generating opportunities
• Implement AI, automation, and data-driven…