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:

The Sr. Manager, Enterprise Servicing (Global Strategic Accounts, GSA) provides strategic leadership, coaching, and operational oversight to a team of Enterprise Servicing Managers (ESMs), ensuring proactive and reactive support for merchants. This leader empowers their team to deliver effective issue resolution within established SLAs, champion merchant servicing excellence, and strengthen account health across their assigned portfolio. The Sr. Manager is accountable for both people leadership and operational outcomes, fostering a culture of accountability, growth, and continuous improvement within the GSA organization.

Job Description:

Essential Responsibilities:

• Oversee the development and implementation of service initiatives
• Ensure alignment with organizational goals and objectives
• Lead a team of service professionals and provide guidance on service issues
• Collaborate with stakeholders to address client needs and enhance service delivery
• Monitor and report on service performance and effectiveness

Expected Qualifications:

• 8+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.

• Lead, coach, and develop a high-performing team of Enterprise Servicing Managers (ESMs), providing regular feedback, career development support, and performance management.
• Create an inclusive and collaborative team environment that supports learning, accountability, and professional growth.
• Oversee daily team operations to ensure timely and effective support across inbound and outbound servicing interactions.
• Ensure operational excellence in SLA compliance, ticket resolution, case management, and merchant satisfaction.
• Serve as an escalation point for high-complexity or sensitive merchant issues, guiding ESMs in resolution and partnering with cross-functional stakeholders.
• Drive team adherence to compliance, risk, and regulatory standards, including PCI DSS and other applicable requirements.
• Establish team goals, track performance metrics, analyze data, and identify opportunities for continuous improvement in processes and outcomes.
• Guide the team in educating merchants on product functionality, account operations best practices, and compliance obligations.
• Collaborate closely with internal partners (e.g., Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering) to streamline problem resolution and strengthen merchant support.
• Actively contribute to strategic servicing initiatives within Global Strategic Accounts to optimize scale, improve customer experience, and strengthen operational efficiency.

Subsidiary:

PayPal

Travel Percent:

0

–

PayPal is committed to fair and equitable compensation practices.

Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.

The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit https://www.paypalbenefits.com.

The US national annual pay range for this role is $137,500 to $236,500

PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. Any such request is a red flag and likely part of a scam. To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us.

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 benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

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.

Notice to Applicants and Employees who reside within New York City. Click here to view the notice.