3 days ago

SVP, Chief Service Experience Officer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Oversee global servicing operations that win, keep, and delight PayPal’s 420M+ consumers and merchants. Lead strategies and data-driven initiatives to improve satisfaction, drive growth, reduce churn, and boost efficiency and profitability. Build next-generation support capabilities, localize services across markets, and reduce friction across Product, Operations, Marketing, and Sales. Use Voice of Customer signals and advanced automation (including agentic AI and self-service) to streamline service and case management while presenting results to senior leadership and the Board.

Location: New York, Chicago, San Jose, Austin

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Sr. Director level

Key Responsibilities

•Serve as global strategy leader for consumer and merchant support and services, including channel partnerships and growth markets.
•Lead, develop, and inspire the organization to drive the best consumer and merchant experience.
•Use data to improve operational efficiency, transaction conversion, retention, and to create policies and processes that improve the customer journey.
•Partner with Product and Marketing to enhance onboarding and personalization, lowering acquisition costs and improving engagement, loyalty, and retention.
•Develop and implement service strategies and policies using advanced technology and automation (e.g., self-service tools, chatbots, generative AI) to reduce friction and streamline case management.

Pay and Benefits

Salary: USD 350,000 - 450,000 annually

Equity and Bonus:Equity

Perks:Health InsurancePaid LeaveLearning Budget

Key Requirements

•15+ years of progressive leadership 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 that improve customer satisfaction, retention, and revenue growth.
•Deep expertise in Voice of Customer (VoC), NPS/CSAT frameworks, and customer journey mapping, translating insights into enterprise strategy.
•Strong commercial acumen linking CX and service strategy to financial outcomes such as revenue retention, unit economics, and share-of-wallet growth.
•Proven track record deploying agentic AI, automation, and self-service technologies at scale, with a Bachelor’s degree required.

Experience:FintechFinancial servicesGlobal technology

Education:Bachelor's in Business Administration

Skills:Executive communicationLeadershipData-driven decision-makingCross-functional collaborationStrategic thinking

Tech Stack:Agentic AIAutomationSelf-serviceChatbotsGenerative AI

Company Brief

PayPal

Global online payments platform enabling digital and mobile payments, money transfers, and merchant services for consumers and businesses, supporting e‑commerce transactions across multiple currencies and payment methods.

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Jose, United States

Founded: 1998

Website LinkedIn

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PayPal

3 days ago

SVP, Chief Service Experience Officer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Location: New York, Chicago, San Jose, Austin

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Sr. Director level

Key Responsibilities

•Serve as global strategy leader for consumer and merchant support and services, including channel partnerships and growth markets.
•Lead, develop, and inspire the organization to drive the best consumer and merchant experience.
•Use data to improve operational efficiency, transaction conversion, retention, and to create policies and processes that improve the customer journey.
•Partner with Product and Marketing to enhance onboarding and personalization, lowering acquisition costs and improving engagement, loyalty, and retention.
•Develop and implement service strategies and policies using advanced technology and automation (e.g., self-service tools, chatbots, generative AI) to reduce friction and streamline case management.

Pay and Benefits

Salary: USD 350,000 - 450,000 annually

Equity and Bonus:Equity

Perks:Health InsurancePaid LeaveLearning Budget

Key Requirements

•15+ years of progressive leadership 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 that improve customer satisfaction, retention, and revenue growth.
•Deep expertise in Voice of Customer (VoC), NPS/CSAT frameworks, and customer journey mapping, translating insights into enterprise strategy.
•Strong commercial acumen linking CX and service strategy to financial outcomes such as revenue retention, unit economics, and share-of-wallet growth.
•Proven track record deploying agentic AI, automation, and self-service technologies at scale, with a Bachelor’s degree required.

Experience:FintechFinancial servicesGlobal technology

Education:Bachelor's in Business Administration

Skills:Executive communicationLeadershipData-driven decision-makingCross-functional collaborationStrategic thinking

Tech Stack:Agentic AIAutomationSelf-serviceChatbotsGenerative AI

Company Brief

PayPal

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Jose, United States

Founded: 1998

Website LinkedIn