Senior Director, Service Personalization

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Product", "t_update": 1745570596, "t_create": 1742256000, "ats_job_id": "R0124604", "display_job_id": "R0124604", "type": "ATS", "id_locale": "R0124604-en", "job_description": "Meet our team 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. Job Description Scope and complexity Reporting to the Vice President of Service Experience Product, this technical leader will spearhead the transformation of PayPal's service communications infrastructure to optimize customer interactions and reduce friction across both merchant and consumer journeys. This leader will employ a data-driven approach, leveraging their expertise in technical product management and strategic service communications to lead cross-functional teams in executing a unified service personalization strategy. The leader will also directly manage a large Content organization and be responsible for expanding its scope to cover end-to-end service communications while reducing operational expenses through helping the team embrace an AI-first culture. The Senior Director, Service Experience Personalization is expected to play a critical role in leading projects from idea generation to operational execution. Job Description We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply. Develop and Lead Service Personalization Strategy Identify and quantify key \"moments that matter\" in the customer journey for personalization opportunities and apply advanced analytics tools to measure impact. Spearhead the use of AI and machine learning tools to create a personalized service architecture that aligns with PayPal's strategic goals and enhances customer decision-making and loyalty. Establish and cultivate partnerships with leading AI technology providers to integrate state-of-the-art personalization solutions, ensuring that PayPal remains at the forefront of innovation in service delivery. Evaluate, select, and implement AI and analytics tooling that enables the effective capture and processing of customer data, ensuring seamless personalization capabilities across platforms. Team management Manage a 20+ person personalization organization, measuring customer impact, scale expansion, and efficiency. Champion culture change and new cross-functional connections. Provide guidance and mentorship to high performers. Empower employees to upskill when appropriate. Cross-Functional Collaboration Work with Product Managers, Engineers, and UX/UI Designers to ensure cohesive communication strategies during product launches and updates, emphasizing best practices in service design. Work alongside Marketing and Global Communications teams to embed service personalization efforts into overarching communication initiatives, ensuring integration across all customer touchpoints. Customer Experience Drive adoption of high-quality, AI personalized content - including SMS, emails, FAQs, help articles, and customer service scripts; tailored to support technical accuracy, customer understanding, language translation, and adaptive tone. Utilize sentiment analysis and advanced data analytics to assess customer feedback from diverse channels, informing real-time adjustments to messaging strategies and service communications. Measurement and Reporting Establish and manage key performance indicators (KPIs) that quantify the effectiveness of service personalization initiatives and overall impact on customer engagement and satisfaction. Extract insights for refining personalization models based on user behavior and competitive expectations. Create comprehensive reports that analyze the performance of communication strategies, offering insights for continuous improvement and strategic adjustment. What to Bring ~18 years of experience leading diverse, cross-disciplinary technical Product teams, focusing on driving strategy and innovation to solve complex challenges to improve customer experience. Strong collaborative skills with a demonstrated ability to execute effectively in a fast-paced, matrixed, relationship-oriented organization, navigating ambiguity while driving strategic initiatives. Demonstrated ability to build deep relationships across Product, Engineering, Marketing, Operations and Commercial teams to achieve business outcomes. Consistent record of success in delivering commercial and technical product impact across multiple dimensions. Proven effective collaborator with high execution quotient, operating in a fast- moving, matrixed, relationship-focused environment. Clear comfort with ambiguity and evolving strategies. Compelling communicator and culture carrier, driving change effectively across a diverse population of employees and partners Continuous improvement mindset with a bias toward action. 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