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About the Role

The Chief Service Experience Officer (CSEO) will oversee Global Servicing Operations teams, focusing on enhancing customer engagement and support for over 420 million consumers and merchants. This role accelerates strategies and processes to delight, engage, and support global customers end-to-end, working with cross-functional partners to improve satisfaction, drive growth, reduce churn, and enhance efficiency and profitability.

Responsibilities

Serve as the global strategy leader for PayPal’s consumer and merchant support and services, including channel partnerships, enterprise, and growth markets.
Lead, develop, and inspire an organization with an intense focus on driving the best consumer and merchant experience.
Use data to drive operational efficiency, improve transaction conversion and retention, and create policies and processes to improve the consumer / merchant journey.
Partner with Product and Marketing owners to proactively enhance the onboarding experience, lower acquisition costs, and drive improved product engagement, loyalty, and retention through personalization.
Own the operational enablement and localization of PayPal’s consumer and merchant products in global markets; driving growth, operational efficiency, and profitability.
Collect and execute on insights using consumer and merchant feedback tools to inform PayPal’s support and service infrastructure at scale.
Develop service and support strategies that integrate advanced technology and automation to improve platform efficiency for merchant / consumer support and services.
Create and implement policies to reduce friction in the consumer and merchant experience, increase service and support transparency, and streamline case management.
Collaborate with executive-level stakeholders on the evaluation, development, and execution of product launches and marketing campaigns designed to increase share-of-wallet, reduce churn, drive retention, and improve loyalty.
Oversee the evaluation of the impact of product investments on ROI, including impact on revenue, unit economics, and overall consumer and merchant experience.
Lead the preparation and delivery of Senior Leadership Team and Board presentations that analyze consumer and merchant platform experience results.
Lead quarterly and annual planning processes for service and support investments, and identify and quantify key business risks and opportunities.

Requirements

15+ years of progressive leadership experience in customer experience, service delivery, or operations within a global technology, financial services, or fintech organization.
Demonstrated success building and leading large-scale, cross-functional organizations, with a track record of driving measurable improvements in customer satisfaction, retention, and revenue growth.
Deep expertise in Voice of Customer (VoC) programs, NPS/CSAT frameworks, and customer journey mapping, with the ability to translate data-driven insights into executable enterprise-wide strategy.
Strong commercial acumen, with demonstrated ability to link CX and service strategy directly to financial outcomes including revenue retention, unit economics, and share-of-wallet growth.
Proven track record deploying agentic AI, automation, and self-service technologies to transform service delivery at scale across global markets.
Exceptional executive communication skills and executive presence; significant experience presenting to Boards of Directors, senior leadership, and external stakeholders.

Skills

Customer Experience
Service Delivery
Operations
Voice of Customer (VoC) programs
NPS/CSAT frameworks
Customer journey mapping
Commercial acumen
Agentic AI
Automation
Self-service technologies
Executive communication
Executive presence

Location

New York City, New York
Chicago, Illinois
Austin, Texas
San Jose, California

Work Type

Hybrid

Experience Level

15+ years of progressive leadership experience

Education Level

Bachelor’s degree required
MBA or advanced degree in Business Administration, Marketing, or a related field strongly preferred

Salary/Compensations

$350,000.00 - $450,000.00 Annually

Benefits

Comprehensive, choice-based programs to support physical, emotional, and financial wellbeing
Generous paid time off
Healthcare coverage for you and your family
Resources to create financial security
Support your mental health

About 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.
We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers.
Our beliefs are the foundation for how we conduct business every day, guided by our core values of Inclusion, Innovation, Collaboration, and Wellness.

Equal Opportunity

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.