Job Description
We are currently seeking a Director, Business Performance & Strategy in our Professional Services (PS) organization. This is a complex assignment which involves taking the Professional Services (PS) organization to the next level, and to a Best in Class organization relative to industry standards. Knowledge of building software solutions by leveraging core products to drive collaborative efforts will be critical. A technical understanding of the complexity of software integrations that leverage APIs will also be required for this role, in conjunction with the ability to push creative thinking beyond the boundaries of existing practices and mindsets. This is a hands on, leadership, and management role, with a high touch interaction of cross functional stakeholders. This assignment comes with a team of 20+ people, comprised of tool development, communications, OE, strategy, and product analyst professionals.
This role will require the ability to achieve results through others, and the ability to lead from behind to ignite a multiplier effect. Maintaining visibility of all work streams and metrics across multiple business operations activities is a key part of this role. In addition, to owning and driving the Professional Services operations, this individual will also need to have a critical eye for assessing new and existing products readiness for ease of integration for our global customers. Payments business acumen across all PayPal segments as well as an understanding of how to define performance indicators will be imperative to success. Collaborating across PayPal to drive the Professional Services initiatives in conjunction with the PayPal long range strategy will also be required.
Responsibilities:
Develop the Professional Services long term servicing strategy that aligns with the PayPal customer needs and aligns with the PayPal product, technology and operations teams across the company.Conduct on-going integration readiness assessments on new and existing products.
Manage strategic programs and projects to deliver desired results in areas having high impact to PS operations and value delivery.
Manage business operating rhythms for the leadership team and organization, including goals setting, program reviews, operational reviews, All-Hands activities, manager activities, etc.
Develop and maintain business dashboards to demonstrate key metrics across PS and by function.
Deliver business intelligence and platforms to report on PS operational effectiveness and customer execution.
Develop and produce regular cadence of PS All Hands and related employee events, as well as PS engagement sites and general communications.
Deliver against PS Training needs to ensure effectiveness of individual contributors and teams overall in providing value to our customers.
Develop the PS self-servicing needs to deflect contacts and drive consistency in integration and servicing functions.
Deliver workforce and other tools to enable PS servicing and self-servicing functions, as well as operational execution.
Support employee and customer engagement activities, change management and culture change activities.
Support the voice of the leader to drive consistent messaging and execution across all PS teams.
Requirements:
Bachelor of Science
Ten years in a high paced software delivery environment.
5 years professional services experience.
3 years experience at the Director Level.
Experience in global payment products and business solutions.
Excellent management, communication, and leadership skills.
Ability to mentor, coach, and grow a talented team.
Ability to leverage technical and business acumen to deliver payment solutions.
Proven record of successfully delivering with people of disparate backgrounds and job functions.
Track record of successfully delivering on time and in budget.
Seasoned experience using Salesforce, Microsoft Project, PowerPoint, Word, and Excel.
Highly organized and able to function at the strategic level to establish context and sound reasoning for decision making. Able to translate high-level direction and ideas into specific plans and actions. A self-starter who uses extensive experience and judgment to plan and accomplish goals.
Unique balance of business management, operational excellence, technology and communications experience.
Strong communication skills and organization skills. Collaborates with and achieves actionable results through others. Able to manage others through influence to effectively achieve outcomes. Builds rapport, strong and sustainable relationships and interacts within all levels of the organization.
Effective at meeting facilitation for small and large groups.
Handles complex situations and multiple responsibilities simultaneously, mixing long-term projects with the urgency of immediate demands on the operations.
Ability to analyze and interpret KPIs looking for trends.
Clearly conveys information and ideas through various media to individuals or groups, helping them understand and influencing them to take action.
Strong executive presence and the ability to collaborate effectively with a Director and above audience internal and external to PayPal.
Incredible business acumen of the payments industry and how it intersects with other industries, which can result in collaborative market entry opportunities.
Track record working effectively with others in a global organization, while managing partner relationships.
Strong competency in cross functional interaction models and metrics development, analysis, and management.
Ability to implement new services, processes, and manage the continuous improvement feedback loop.
Ability to “hold their own” in discussions with external partners and internal counterparts.
Preferred/Plus:
Master of Science or MBA.
3-5 years product management experience.
5 years in Professional Services or consulting organization.
Travel Requirements:
20-25% domestic and international travel.
Current passport and no history of declined visas, or entry refusal to any country.
Tuesday, October 06, 2015
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