Director, SE Data & Automation

$118,700 - $246,290/Yr

PayPal - San Jose, CA

Full-time - Senior

Hybrid - San Jose, CA

Credit Intermediation and Related Activities

About the position

PayPal's Service Experience organization is focused on winning, keeping, delighting, and doing more for the 430M consumers and merchants on PayPal's platform. This team has end-to-end accountability for driving delightful and profitable support and service experiences in markets around the world. The team ensures seamless execution, drives profitable growth, and supports the global sales and distribution of PayPal's products and services. The Director, Data & Automation, will oversee teams focused on building the systems and tools for PayPal's Sales, Service, and Support teams to operate at scale. This role will collaborate with cross-functional partners to develop the data infrastructure, tooling, and systems that help visualize data and trends on consumer and merchant satisfaction, growth, churn, and operational efficiency and profitability.

Responsibilities

• Collaborate with cross-functional partners on the development and deployment of next-gen approaches to enhancing service, support, and sales (e.g., automation, generative AI tools, LLMs, etc.)
• Develop machine learning models to understand customer trends, build customer cohorts, and enable personalized experiences
• Lead, develop, and inspire a team of Data Scientists and Data Engineers focused on acquiring, organizing and making sense of information at scale
• Own the development and maintenance of CRM systems and dashboards that power commercial, technical, and operational teams with insights across global markets
• Use data to drive operational efficiency, improve funnel conversion and retention, and identify opportunities to enhance the customer journey
• Partner with Risk, Engineering, Sales, and Operations owners to proactively enhance the onboarding experience, lower acquisition costs, and drive improved product engagement, loyalty, and retention through personalization (e.g., customer segmentation)
• Contribute to 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, internal tools, 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 evaluation of the impact of product investments on ROI, including impact on revenue, unit economics, and overall consumer and merchant experience.

Requirements

• Graduate degree in a quantitative discipline (e.g., statistics, operations research, econometrics, computer science, electrical engineering, mathematics, physics) with 10+ years of related professional experience (or PhD with 8+ years)
• 10+ years of experience managing AI and / or ML teams, working collaboratively with engineering and cross-functional partners, and / or guiding data-influenced product planning, prioritization, and strategy development
• Demonstrated experience in hiring, retaining, and scaling diverse, geographically dispersed, high-performing teams
• Expertise in ML with hands-on experience in building and implementing large-scale predictive models
• Familiarity with ML modelling techniques (e.g., deep learning, gradient boosting, graph, NLP/LLM, regression, clustering etc.)

Benefits

• Flexible work environment
• Employee shares options
• Health and life insurance
• Annual performance bonus
• Equity
• Medical, dental, vision, and other benefits