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