Senior Manager, HR Operations

PayPal   •  

Scottsdale, AZ

Industry: Technology


11 - 15 years

Posted 37 days ago

PayPal's Senior Manager, HR Operations is responsible for program leadership, strategy, and operations of the internal and external components of PayPal's service operations across 30+ countries. Leadership is central tothis role, so diplomacy, communication, and good judgment are critical factors in the success of the Leader. The leader must have a strong understanding of end to end employee lifecycle, and how best to get things done across partners and the user audience within a collaborative and dynamic global structure. The programs' scope includes oversight for an outsourced partner providing Tier 1 employee/manager support and data management activities, a small internal global team responsible for driving ongoing enhancement and changes to the model and other special projects, and direct oversight for the Americas service delivery.


  • Develop the strategic partnership between PayPal and our HR outsourcing partner
  • Manage a small PayPal team responsible for EMEA and APAC regional program management, Tier 1 escalations from HR outsourcing partner and other special projects (i.e. M&A, business reorg)
  • Day to day oversight for the service delivery in the Americas region
  • Drive the global employee support services program daily management and compliance in partnership with our internal employee services program team and HR outsourcing partner, working collaboratively with cross-functional partners
  • Manage the relationship with the HR outsourced partner, ensuring that service level objectives are achieved, and day-to-day escalations are managed
  • Drive program governance activities
  • Explore opportunities that drive value for both parties and our PayPal's employees – i.e. our customers.
  • Partner with business leaders across multiple regions and business units to educate, understand our customer's needs, and drive service adoption
  • Collaborate with HR outsourcing partner global and regional delivery managers on the initiatives to drive the employee experience, process and technology improvements
  • Provide guidance and direction on the strategic development of the services and future expansion
  • Collaborate with HR outsourcing partner to assess the impact of service delivery, as a result of expected major policy, process and/or technology changes impacting service delivery
  • Implement strategic plans and review and approve change requests
  • Understand and apply policies, standards and practices established for third party management at PayPal
  • Point of contact for audits and requests from PayPal's Second Line and Third Line of Defense
  • Provide appropriate escalation, anticipate and make delivery trade-offs, balance the business requirements versus technical constraints, and maximize the business benefit from the programs
  • Work cross-functionally to develop project plans and manage projects against established goals and timelines to enable continuous program improvements
  • Identify, track, and manage issues, risks, and action-items across individuals and teams, while demonstrating consistent follow-through

Core Competencies

  • Experience leading a global team
  • Strong vendor/third-party management skills
  • Experience with Workday, SalesForce case or similar systems
  • Ability to negotiate effectively, plus establish and build successful working relationships, internally and externally
  • Ability to lead through influence and demonstrated flexibility working in a dynamic and rapidly changing global organization
  • In-depth experience developing, socializing, and rolling out efficient and effective end-to-end processes to optimize the operations and customer experience
  • Proven change management expertise
  • Excellent attention to detail and the ability to deliver results in a very fast-paced and dynamic environment
  • Experience instituting and managing vendor relationships through all phases, from concept to programlaunch and stabilization
  • Solid problem-solving skills, with the ability to think strategically
  • Outstanding written and verbal communication skills

Job Requirements

  • A proven track record of success delivering and managing employee support program services and managing third parties to contracted terms and conditions, including 10+ years in a corporate environment
  • Experience delivering services through an outsourced model
  • Human Resources functional experience
  • Financial services/FinTech industry experience preferred
  • Leadership experience, and the ability to collaborate effectively and influence others across multipleregions, levels and business units


  • Bachelor's degree in a related field, or equivalent

Travel: 10%

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.