Manager, Customer Care

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: Join PayPal’s Global Partner Management team within Service Experience, overseeing outsourced partners in India that support customer service for PayPal, Venmo and Xoom across global markets. You will drive partner governance, operational performance, service quality and financial accountability across the outsourced network. The role connects partner sites with teams including Workforce Management, Training, Compliance and Risk, using operational and customer insights to strengthen service delivery, address performance gaps and ensure partners consistently meet PayPal standards. Job Description: Essential Responsibilities: Implement a multi-phased strategy to enhance the overall customer experience. Identify customer pain points and develop data-driven improvement strategies. Lead cross-functional teams to prioritize and execute customer-focused initiatives. Collaborate with internal teams to identify opportunities for improving the customer journey. Leverage data and analytics to assess costs, measure performance, and report on business impact. Manage complex programs by documenting service capabilities and driving innovation. Create and present business cases, projects, and analyses in a clear and compelling manner. Minimum Qualifications: 5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience. Additional Responsibilities & Preferred Qualifications : 5+ years of experience in vendor or partner management, contact-center operations, or operational excellence, with demonstrated success driving measurable performance improvements in an outsourced operating model. Proven experience managing BPO or outsourced customer-service providers and establishing effective partner-governance practices. Strong knowledge of contact-center operations and KPIs such as AHT, FCR, CSAT and NPS. Experience with workforce planning, operational cost management and partner capacity or location planning. Strong analytical capabilities, including translating complex operational data into clear recommendations and actions. Experience with structured root-cause analysis and continuous-improvement methodologies. Process and project management experience; familiarity with Lean, Six Sigma or equivalent operational frameworks is preferred. FinTech or financial-services experience is preferred. Strong written, verbal and presentation skills, including communicating operational insights and recommendations to senior stakeholders. Ability to operate effectively across global, cross-functional teams and outsourced partner environments. Interest in emerging technologies, including AI, and their application to customer-service operations and operational efficiency. Additional Responsibilities Manage the operational performance and governance of outsourced customer-service partners in India supporting multiple global markets. Develop partner scorecards and lead Monthly and Quarterly Business Reviews to evaluate performance, establish priorities and agree improvement roadmaps. Monitor partner adherence to operating procedures, process requirements, Master Services Agreements, Statements of Work and applicable service standards. Track partner KPIs including NPS, FCR, transfer rate and AHT, identifying performance gaps and driving structured corrective actions. Identify root causes of repeat contacts and partner with relevant teams to reduce avoidable customer-support demand. Develop and measure partner reward and recognition programs aligned with service and performance objectives. Monitor service reliability, coordinate customer escalations from partner sites and drive timely resolution of operational issues. Provide recommendations on partner costs, location strategy and volume allocation to optimize the outsourced operating footprint. Consolidate Voice of Customer information, BI insights, contact drivers and market sentiment to surface actionable trends and systemic issues. Monitor potential fraud patterns emerging through customer contacts and escalate relevant signals to Risk teams. Identify partner training needs and coordinate with Training teams to support effective and timely delivery. Partner with Workforce Management, Training, Compliance, Risk and other stakeholders to maintain alignment between partner operations and PayPal requirements. Support onboarding of new partner sites and their integration with PayPal systems, processes and operating standards. Subsidiary: PayPal Travel Percent: 0 PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. When making an application directly, we will never ask you to share passwords, one-time passcodes (OTP), or verification codes.  Any such request is a red flag and likely part of a scam. All communication regarding your application will come from official PayPal email domains. If you suspect fraudulent activity, please report it immediately.  To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us .  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