Service Engagement, Design Program Manager

Sr. Design Operations Program Manager

Experience Design Operations exists to cultivate a thriving environment where people can focus on doing their best work by building efficient processes, providing the right tools and resources, and ensuring design has a strategic voice across the organization. We are seeking a Sr. Design Operations Program Manager to optimize our design processes and workflows, enabling efficient and scalable product development on our Service Engagement team. No two days are alike here and your responsibilities will range from operational execution to building for the future by implementing strategic improvements.

Essential Responsibilities:

• Scope: The project & program responsibilities are focused on the delivery of a product or computer-based system from design to release for customers.
• Develop and manage program plans, including timelines, milestones, deliverables, and procurement activities.
• Coordinate activities across multiple projects to ensure alignment with program objectives.
• Monitor program performance and implement corrective actions as needed.
• Communicate program status to stakeholders and executive leadership.
• Manage program budgets and financials.
• Facilitate cross-functional collaboration and resolve conflicts.
• Ensure adherence to engineering standards and best practices.

Expected Qualifications:

• 5+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience.
• Proven track record of managing complex programs within an engineering environment.

Additional Responsibilities & Preferred Qualifications:

• Ability to partner across product, engineering, operations, AI assistance, and servicing teams to drive alignment on end-to-end service delivery for platform features and agent-facing tools.
• Experience defining and executing service-readiness plans, including workflow mapping, agent impact assessment, training requirements, communication, and operational risk mitigation.
• Strong understanding of agentic workflows and servicing platforms (e.g., Help Center, Live Chat, Message Center, Resolution Center, ACE, SCM), with the ability to translate complex product changes into clear operational guidance.
• Demonstrated capability to analyze servicing performance data (contact drivers, escalations, dispute trends, case insights) to uncover friction and influence product prioritization.
• Proven ability to manage dependencies across multiple work tracks (AI Assistance, Collections & Disputes, E2E Teammate Tools) and orchestrate cross-functional stakeholders toward consistent, high-quality service outcomes.
• Experience establishing feedback loops with global servicing teams and ensuring that frontline insights, workflow gaps, and quality issues feed into roadmap and design improvements.

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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.

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.

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.

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.

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