SVP, Chief Service Experience Officer (Chicago)

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. 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. PayPal 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 PayPal or Venmo account balance, PayPal 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 PayPal, 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 Summary

The Chief Service Experience Officer (CSEO) will oversee the Global Servicing Operations teams focused on winning, keeping, delighting, and doing more for the more than 420M consumers and merchants on PayPal’s platform. This role’s objectives center on accelerating the strategies and processes related to how the company delights, engages, and supports its global customers end-to-end. The CSEO will work with cross-functional partners to develop and implement data-driven initiatives aimed at improving consumer and merchant satisfaction, driving growth, reducing churn, and improving efficiency and profitability; these partners include PayPal’s business unit GMs, Product Leaders, Chief Marketing Officer, Global Markets, Risk Leaders, and other cross-functional stakeholders.

Job Description

The Role

The Chief Service Experience Officer (CSEO) will oversee the Global Servicing Operations teams focused on winning, keeping, delighting, and doing more for the more than 420M consumers and merchants on PayPal’s platform. This role’s objectives center on accelerating the strategies and processes related to how the company delights, engages, and supports its global customers end-to-end. The CSEO will work with cross-functional partners to develop and implement data-driven initiatives aimed at improving consumer and merchant satisfaction, driving growth, reducing churn, and improving efficiency and profitability; these partners include PayPal’s business unit GMs, Product Leaders, Chief Marketing Officer, Global Markets, Risk Leaders, and other cross-functional stakeholders.

• Servicing & Communications Platform
• Service Experience Center of Excellence
• Risk Operations
• Service Experience Product
• Consumer and Merchant Servicing
• Agentic Servicing Platform

Specific responsibilities include

• Serve as the global strategy leader for PayPal’s consumer and merchant support and services: including channel partnerships, enterprise, and growth markets.
• Lead, develop, and inspire an organization with an intense focus on driving the best consumer and merchant experience.
• Use data to drive operational efficiency, improve transaction conversion and retention, and create policies and processes to improve the consumer / merchant journey.
• Partner with Product and Marketing owners to proactively enhance the onboarding experience, lower acquisition costs, and drive improved product engagement, loyalty, and retention through personalization.
• Own the operational enablement and localization of PayPal’s consumer and merchant products in global markets; driving growth, operational efficiency, and profitability (e.g., spend by market, launch timelines, case throughput rates, etc.).
• Collect and execute on insights using consumer and merchant feedback tools to inform PayPal’s support and service infrastructure at scale (e.g., CSAT surveys, NPS, qualitative feedback, quantitative metrics, etc.).
• Develop service and support strategies that integrate advanced technology and automation to improve platform efficiency for merchant / consumer support and services (e.g., self-service tools, chatbots, generative AI, etc.)
• Create and implement policies to reduce friction in the consumer and merchant experience, increase service and support transparency, and streamline case management (e.g., merchant onboarding and dispute resolution timelines, chargeback policies and processes, etc.).
• Collaborate with executive-level stakeholders on the evaluation, development, and execution of product launches and marketing campaigns designed to increase share-of-wallet, reduce churn, drive retention, and improve loyalty
• Oversee the evaluation of the impact of product investments on ROI, including impact on revenue, unit economics, and overall consumer and merchant experience.
• Lead the preparation and delivery of Senior Leadership Team and Board presentations that analyze consumer and merchant platform experience results; build narratives highlighting business / operational strategy and performance, assess business risk and operating health, and align cross functional teams around effective solutions.
• Lead quarterly and annual planning processes for service and support investments, and identify and quantify key business risks and opportunities.

Key Qualifications

• 15+ years of progressive leadership experience in customer experience, service delivery, or operations within a global technology, financial services, or fintech organization.
• Demonstrated success building and leading large-scale, cross-functional organizations, with a track record of driving measurable improvements in customer satisfaction, retention, and revenue growth.
• Deep expertise in Voice of Customer (VoC) programs, NPS/CSAT frameworks, and customer journey mapping, with the ability to translate data-driven insights into executable enterprise-wide strategy.
• Strong commercial acumen, with demonstrated ability to link CX and service strategy directly to financial outcomes including revenue retention, unit economics, and share-of-wallet growth.
• Proven track record deploying agentic AI, automation, and self-service technologies to transform service delivery at scale across global markets.
• Exceptional executive communication skills and executive presence; significant experience presenting to Boards of Directors, senior leadership, and external stakeholders.
• Bachelor’s degree required; MBA or advanced degree in Business Administration, Marketing, or a related field strongly preferred.

Additional Responsibilities & Preferred Qualifications

Subsidiary

PayPal

Travel Percent

0

The base pay for this role will depend on where you work and the relevant experience and expertise you bring. The expected range of pay for this role by location is:

Primary Location : Pay Range

New York City, New York: ($350,000.00 - $450,000.00 Annually)

Additional Location(s) : Pay Range

Chicago, Illinois: ($350,000.00 - $450,000.00 Annually)

Austin, Texas: ($350,000.00 - $450,000.00 Annually)

San Jose, California: ($350,000.00 - $450,000.00 Annually)

Additional compensation for this role may include an annual performance bonus, equity, or other incentive compensation, as applicable.

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

Our Benefits

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset-you. That’s why we offer comprehensive, choice-based programs, to support all aspects of personal wellbeing - physical, emotional, and financial - delivering meaningful value where it matters most. We strive to create a flexible, balanced work culture with a holistic approach to benefits, including generous paid time off, healthcare coverage for you and your family, and resources to create financial security and support your mental health.

Who We Are

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical ]]> <