Director – Enterprise Quality - Business Process

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:

Reporting to the Sr. Director, Enterprise Quality, the Director, Enterprise Quality is a founding leader of PayPal’s new enterprise quality function. Today, quality is managed inconsistently across the company – standards differ from team to team, issues surface late, and feedback loops are broken. The Director helps change that: shaping the common standards and ways of working that make quality an enterprise discipline, and partnering across Product, Engineering, Design, Risk, Servicing, and Go-to-Market to build quality into how PayPal plans, builds, launches, and operates its products.
Working across all three business units and enabling functions, the role concentrates, depending on focus, on defining the enterprise standards for quality or on driving their adoption and adherence in the field. It is fundamentally an influence role: success comes through clarity, trust, and enablement rather than direct authority over business-unit roadmaps.

Job Description:

Essential Responsibilities:

• Lead the end-to-end design, analysis, and optimization of business processes to enhance efficiency, compliance, and effectiveness.
• Collaborate with cross-functional teams and senior leadership to align process improvements with organizational goals and strategic priorities.
• Identify, assess, and resolve complex business process challenges, driving sustainable improvements and measurable business outcomes.
• Oversee governance frameworks and ensure compliance with internal standards and external regulatory requirements.
• Leverage Lean, Six Sigma, or other methodologies to implement large-scale process improvement initiatives with significant impact on cost, quality, and productivity.
• Develop and implement performance management systems to monitor key process metrics, ensuring accountability and continuous optimization.
• Lead user acceptance testing and change management efforts to ensure adoption of improved processes and tools.
• Serve as a subject matter expert and mentor, coaching teams and leaders on process improvement best practices and methodologies.
• Establish and maintain documentation, standards, and best practices to promote operational consistency and scalability.
• Prepare and present detailed reports, insights, and recommendations to executive leadership on process performance and improvement opportunities.

Minimum Qualifications:

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

• 10+ years of progressive experience in business operations, program or portfolio management, product operations, quality, corporate strategy, or risk and controls, including leading complex global initiatives.
• Proven experience leading large-scale transformation and change – designing and implementing operating models, governance frameworks, standards, processes, and new ways of working that improve execution, quality, and accountability.
• Experience partnering with Product, Design, and Engineering organizations to deliver complex digital products and technology-enabled business initiatives.
• Trusted advisor to senior executives – able to build relationships, influence without direct authority, resolve competing priorities, and provide clear, well-reasoned recommendations across highly matrixed organizations.
• Exceptional executive communication and storytelling skills, with the ability to synthesize complex information into clear narratives, recommendations, and decision-ready materials for senior leadership and board-level audiences.
• Strong structured problem-solving and analytical skills, with the ability to diagnose complex organizational challenges, use data to inform decisions, and mobilize cross-functional teams around solutions.
• Working knowledge of quality and continuous-improvement practices (e.g., Lean, Six Sigma) and the metrics and tooling that make quality measurable and visible.
• Experience applying AI and automation to operational or reporting workflows (preferred).
• Experience in payments, fintech, or another regulated industry, and demonstrated learning agility with the ability to execute with urgency (preferred).
• Bachelor’s degree in Business, Engineering, Operations, or a related technical or management field; a quality discipline (e.g., Quality Management, Assurance, or Engineering) a plus; MBA or Master’s (preferred).

Subsidiary:

PayPal

Travel Percent:

0Visa Sponsorship through PayPal is not available for this position now or any time in the future.

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The base pay for this role will depend on where you work and the relevant experience and expertise you bring. The expected range of pay for this role by location is:

Primary Location | Pay Range:

New York City, New York: ($159,500.00 - $236,500.00 Annually)

Additional Location(s) | Pay Range:

No other locations are assigned to this requisition currently.

Additional compensation for this role may include an annual performance bonus, equity, or other incentive compensation, as applicable.

PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. When making an application directly, we will never ask you to share passwords, one-time passcodes (OTP), or verification codes.  Any such request is a red flag and likely part of a scam. All communication regarding your application will come from official PayPal email domains. If you suspect fraudulent activity, please report it immediately.  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 comprehensive, choice-based programs, to support all aspects of personal wellbeing—physical, emotional, and financial—delivering meaningful value where it matters most. We strive to create a flexible, balanced work culture with a holistic approach to benefits, including generous paid time off, healthcare coverage for you and your family, and resources to create financial security and support your mental health.

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 [email protected].

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.