SVP, Chief Service Experience Officer

Chief Service Experience Officer (CSEO)

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.

The Global Servicing Experience team is comprised of seven key areas, including:

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

The Chief Service Experience Officer will lead strategic, high-impact projects including the development of next-generation consumer / merchant support capabilities, localization of PayPal's products and services across markets, and services to enhance the consumer / merchant journey. This role will bridge the gap between Product, Operations, Marketing, and Sales teams to reduce platform friction and manual intervention, and provide both internal and external support and service transparency at scale. The CSEO is expected to possess both a commercial and technical point of view and will play a critical role in leading projects from idea generation to operational execution, while constructing narratives and analysis for PayPal's leadership team and Board of Directors.

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.