PayPal

Compensation

Full Description

Manager, Enterprise Servicing (Global Strategic Accounts, GSA) provides strategic leadership, coaching, and operational oversight to a team of Enterprise Servicing Managers (ESMs), ensuring proactive and reactive support for merchants. Manager is accountable for both people leadership and operational outcomes, fostering a culture of accountability, growth, and continuous improvement within the GSA organization. Oversee the development and implementation of service initiatives Ensure alignment with organizational goals and objectives Lead a team of service professionals and provide guidance on service issues Collaborate with stakeholders to address client needs and enhance service delivery Monitor and report on service performance and effectiveness 8+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience. Lead, coach, and develop a high-performing team of Enterprise Servicing Managers (ESMs), providing regular feedback, career development support, and performance management. Create an inclusive and collaborative team environment that supports learning, accountability, and professional growth. Oversee daily team operations to ensure timely and effective support across inbound and outbound servicing interactions. Ensure operational excellence in SLA compliance, ticket resolution, case management, and merchant satisfaction. Serve as an escalation point for high-complexity or sensitive merchant issues, guiding ESMs in resolution and partnering with cross-functional stakeholders. Drive team adherence to compliance, risk, and regulatory standards, including PCI DSS and other applicable requirements. Establish team goals, track performance metrics, analyze data, and identify opportunities for continuous improvement in processes and outcomes. Guide the team in educating merchants on product functionality, account operations best practices, and compliance obligations. Collaborate closely with internal partners (e.g., Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering) to streamline problem resolution and strengthen merchant support. Actively contribute to strategic servicing initiatives within Global Strategic Accounts to optimize scale, improve customer experience, and strengthen operational efficiency.