Job description

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: This job focuses on leveraging data to derive insights that align with the product’s shared vision and customer needs. It involves gathering customer experience insights to inform product requirements and analyzing research, market data, and usability studies for data-driven decision-making. Responsibilities include monitoring product profitability and budget, leading sprint planning, daily standups, and retrospectives to ensure effective execution, and collaborating with content developers, data scientists, product designers, and user experience researchers to uncover new opportunities. This job is an individual contributor. Job Description: Essential Responsibilities: • Uses data to build insights on product or platform requirements consistent with the shared vision for the product. • Gathers insights from the customer experience and customer needs to input to product requirements • Analyzes research, market analysis and usability studies, research and market analysis to support data-driven decision making • Monitors product profitability measures, including budget. • Lead sprint planning, daily standups and retrospectives to drive execution. Interfaces with product and technology leadership as needed. • Partners with content developers, data scientists, product designers and user experience researchers to identify new opportunities. Minimum Qualifications: • 3+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience. Additional Responsibilities & Preferred Qualifications : • Hands-on experience with end-to-end collections workflows: delinquency segmentation, treatment strategy, outreach orchestration (channel, timing, and contact frequency), payment plans, hardship programs, and dispute handling. • Experience designing and launching conversational AI products (voice, chat, or messaging) in customer-facing or servicing contexts, including conversation design, intent and escalation handling, and human-handoff models. • Hands-on experience with agentic AI systems: LLM-based agents, tool/function calling, orchestration frameworks, guardrails, evaluation strategies, and human-in-the-loop controls. • Experience leading the transition from rules-based or manual workflows to agent-driven automation, including phased rollout, change management, and operations adoption. • Ability to define and measure conversational and agent performance, such as containment and resolution rates, promise-to-pay and cure rates, policy-violation rates, customer satisfaction, and cost per resolution. • Track record of using experimentation (champion/challenger, A/B testing) to improve roll rates, cure rates, recovery, and cost to collect. • Strong grasp of collections regulations, such as FDCPA, Regulation F, CFPB/UDAAP, TCPA, state licensing, and contact and consent rules. You can translate them into product requirements and controls. • Experience building compliance controls into regulated and AI-driven interactions, including disclosures, consent and recording, contact-frequency limits, decision logging, auditability, and model governance. • Technical fluency with platform and API products, including API design and versioning, event-driven architectures, and decisioning or rules engines. You can partner credibly with engineering on build-versus-buy and scalability trade-offs. • Experience managing integrations and partners such as servicing platforms, payment processors, credit bureaus, collection agencies, dialers, and communications providers. • Ability to build a multi-year platform roadmap that balances business strategy, regulatory commitments, and technical debt, and to influence senior stakeholders across Risk, Legal, Compliance, Operations, and Engineering. • Excellent written and verbal communication, including turning complex regulatory and technical topics into clear requirements and executive narratives. Subsidiary: PayPal Travel Percent: 0 Visa Sponsorship through PayPal is not available for this position now or any time in the future. - 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: San Jose, California: ($143,500.00 - $212,850.00 Annually) Additional Location(s) | Pay Range: Chicago, Illinois: ($130,500.00 - $193,600.00 Annually) Austin, Texas: ($130,500.00 - $193,600.00 Annually) Additional compensation for this role may include an annual performance bonus, equity, or other incentive compensation, as applicable. 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 careers.pypl.com . 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 or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com . Belonging at PayPal: Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal. Any general requests for consideration of your skills, please Join our Talent Community . We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.

Requirements

Must-haves

Uses data to build insights on product or platform requirements consistent with the shared vision for the product.
Gathers insights from the customer experience and customer needs to input to product requirements
Analyzes research, market analysis and usability studies, research and market analysis to support data-driven decision making
Monitors product profitability measures, including budget.
Lead sprint planning, daily standups and retrospectives to drive execution. Interfaces with product and technology leadership as needed.
Partners with content developers, data scientists, product designers and user experience researchers to identify new opportunities.
3+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
Experience designing and launching conversational AI products (voice, chat, or messaging) in customer-facing or servicing contexts, including conversation design, intent and escalation handling, and human-handoff models.
Hands-on experience with agentic AI systems: LLM-based agents, tool/function calling, orchestration frameworks, guardrails, evaluation strategies, and human-in-the-loop controls.
Experience leading the transition from rules-based or manual workflows to agent-driven automation, including phased rollout, change management, and operations adoption.
Ability to define and measure conversational and agent performance, such as containment and resolution rates, promise-to-pay and cure rates, policy-violation rates, customer satisfaction, and cost per resolution.
Track record of using experimentation (champion/challenger, A/B testing) to improve roll rates, cure rates, recovery, and cost to collect.
Strong grasp of collections regulations, such as FDCPA, Regulation F, CFPB/UDAAP, TCPA, state licensing, and contact and consent rules. You can translate them into product requirements and controls.
Experience building compliance controls into regulated and AI-driven interactions, including disclosures, consent and recording, contact-frequency limits, decision logging, auditability, and model governance.
Experience managing integrations and partners such as servicing platforms, payment processors, credit bureaus, collection agencies, dialers, and communications providers.
Excellent written and verbal communication, including turning complex regulatory and technical topics into clear requirements and executive narratives.
Visa Sponsorship through PayPal is not available for this position now or any time in the future.
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:
San Jose, California: ($143,500.00 - $212,850.00 Annually)
Chicago, Illinois: ($130,500.00 - $193,600.00 Annually)
Austin, Texas: ($130,500.00 - $193,600.00 Annually)
Any general requests for consideration of your skills, please Join our Talent Community .

Nice-to-haves

Additional Responsibilities & Preferred Qualifications :
Additional compensation for this role may include an annual performance bonus, equity, or other incentive compensation, as applicable.

Application prep

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aillmapi

Platform: eightfold
Effort: medium

Benefits

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Vision

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Paid Time Off

Wellness