Sr. Manager of Global Back Office WFM

PayPal   •  

Omaha, NE

Industry: Technology


5 - 7 years

Posted 94 days ago

This job is no longer available.

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 254 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

The Sr. Manager of Global Back Office Workforce Planning will report to the Sr. Director of Global Workforce Planning. The individual will own the forecasting, scheduling, metric planning, and head count planning for all Back Office departments as well as coordinating these processes for the Monthly Capacity Planning meeting. They will ensure a strong partnership is maintained with the Operational leadership team to ensure the strategies and objectives of the business are effectively balanced between the business goals and the budget requirements. Finally, they will lead the Workforce Management OE function in partnership with all other OE teams to perform data analysis, make recommendations for the business to improve efficiency based on this analysis, and drive positive changes in product, process, and performance to exceed the goals of the business in a cost effective and customer-focused manner.

  • Own the forecasting, scheduling, metric planning, and head count planning for all Back Office departments as well as coordinating these processes for the Monthly Capacity Planning meeting
  • Work closely with the Risk Operations Scheduling teams in each region
  • In collaboration with the various OE teams, be the change agent that constantly drives efficiencies through robust data analysis and creative problem solving.
  • Develop new data sources that allow the Back Office WFM team to quickly analyze Back Office performance data for insights that drive efficiencies.
  • Strong SQL Proficiency and knowledge of Back Office data sources within the Teradata enterprise data warehouse required.
  • Leading and inspiring a team of Forecasting, Scheduling, and RTM Analysts
  • Making judgment calls based on data and sometimes incomplete data, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism
  • Building credibility, establishing rapport, and maintaining communication with stakeholders at multiple levels within a matrix based organization.
  • Rapidly and effectively adapts to highly dynamic and aggressive work environment, maintaining a positive approach during change, acting as an agent of change within PayPal’s Global Operations environment
  • Mentor team members to enhance their knowledge of PayPal Back Office processes and data sources preparing them for the next stage in their PayPal career
  • Participating in other duties as assigned
  • The preferred candidate will have a successful track-record of problem solving, a “can-do” attitude, excellent communication skills and the ability to liaise positively with all levels of management. Must be comfortable with change in all its facets, and be able to lead others through change.

  • Experience of leading global teams;
  • Must be able to work with all levels of the organization in capturing, managing and communicating metrics;
  • Excellent written and verbal communication skills with the ability to provide clarity to complex issues, and synthesize large amounts of information;
  • An ability to identify the root causes of issues by analysing patterns and trends;
  • Strategic thinker with the ability to develop creative and breakthrough solutions;
  • Passion and commitment to work on behalf of the customer – internal and external;
  • Strong influencing skills for driving change across a large global organization;
  • Ability to handle multiple initiatives under tight time constraints with a well-developed sense of urgency and follow through;
  • Experience of managing forecasts and schedules across digitalchannels;
  • Proficiency in Microsoft Excel and data modelling;
  • Knowledge of WFM models e.g. Erlang, Correl, Linear regression;
  • Self-motivating, adaptable and able to inspire and motivate others;
  • Demonstrates the ability to work as part of a team adding positive attitude and business focus;
  • Ability to work flexible hours as needed;
  • Ability to develop and maintain professional relationships with direct reports, co-workers, peers and others; and
  • Ability to maintain highly confidential information and adhere to the highest ethical standards


  • Bachelor’s degree or equivalent work experience in a contact center industry
  • 5-7 WFM years professional related work experience in an analytics or financial background
  • 3 years supervisory experiencepreferred

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.

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.