About the company
PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. For more information, visit https://www.paypal.com ,  https://about.pypl.com and  https://investor.pypl.com. 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 [email protected].
Job Summary
Develop and Lead Service Personalization Strategy
📍Opportunistically identify personalization “moments that matter” across the customer journey and quantify impact. 📍Leverage AI tools to orchestrate a holistic and personalized service communications strategy that drives customer outcomes while aligning with PayPal’s broader business objectives and customer engagement priorities. 📍Partner with senior leaders in Customer Service to define communication goals, key messages, and campaigns that foster customer loyalty, trust, and satisfaction. 📍Shape the narrative for customer service across various channels, ensuring consistency in tone, voice, and messaging. 📍Work cross-functionally with legal, compliance, and product teams to develop reactive messaging for potential escalations or high-stakes situations.
What to Bring
đź“Ť10+ years of experience in in-product and servicing communications, with at least 5 years in a leadership role, preferably in customer service or a tech-focused company. đź“ŤProven track record in strategic communications, crisis management, and leading cross-functional teams. đź“ŤDeep understanding of digital communication tools and customer service platforms. Proficiency in customer relationship management (CRM) tools and analytics software. đź“ŤProven effective collaborator with high execution quotient, operating in a fast- moving, matrixed, relationship-focused environment. Clear comfort with ambiguity and evolving strategies. đź“ŤExceptional written and verbal communication skills with an ability to craft clear, compelling messages for diverse audiences. đź“ŤAbility to thrive in a high-visibility role, balancing strategic thinking with hands-on execution.
