Manager, Customer Care

Minimum Qualifications

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

Additional Responsibilities & Preferred Qualifications

• 5+ years of experience in vendor or partner management, contact-center operations, or operational excellence, with demonstrated success driving measurable performance improvements in an outsourced operating model.
• Proven experience managing BPO or outsourced customer-service providers and establishing effective partner-governance practices.
• Strong knowledge of contact-center operations and KPIs such as AHT, FCR, CSAT and NPS.
• Experience with workforce planning, operational cost management and partner capacity or location planning.
• Strong analytical capabilities, including translating complex operational data into clear recommendations and actions.
• Experience with structured root-cause analysis and continuous-improvement methodologies.
• Process and project management experience; familiarity with Lean, Six Sigma or equivalent operational frameworks is preferred.
• FinTech or financial-services experience is preferred.
• Strong written, verbal and presentation skills, including communicating operational insights and recommendations to senior stakeholders.
• Ability to operate effectively across global, cross-functional teams and outsourced partner environments.
• Interest in emerging technologies, including AI, and their application to customer-service operations and operational efficiency.

Additional Responsibilities

• Manage the operational performance and governance of outsourced customer-service partners in India supporting multiple global markets.
• Develop partner scorecards and lead Monthly and Quarterly Business Reviews to evaluate performance, establish priorities and agree improvement roadmaps.
• Monitor partner adherence to operating procedures, process requirements, Master Services Agreements, Statements of Work and applicable service standards.
• Track partner KPIs including NPS, FCR, transfer rate and AHT, identifying performance gaps and driving structured corrective actions.
• Identify root causes of repeat contacts and partner with relevant teams to reduce avoidable customer-support demand.
• Develop and measure partner reward and recognition programs aligned with service and performance objectives.
• Monitor service reliability, coordinate customer escalations from partner sites and drive timely resolution of operational issues.
• Provide recommendations on partner costs, location strategy and volume allocation to optimize the outsourced operating footprint.
• Consolidate Voice of Customer information, BI insights, contact drivers and market sentiment to surface actionable trends and systemic issues.
• Monitor potential fraud patterns emerging through customer contacts and escalate relevant signals to Risk teams.
• Identify partner training needs and coordinate with Training teams to support effective and timely delivery.
• Partner with Workforce Management, Training, Compliance, Risk and other stakeholders to maintain alignment between partner operations and PayPal requirements.
• Support onboarding of new partner sites and their integration with PayPal systems, processes and operating standards.

Travel Percent

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

Commitment to Diversity and Inclusion

Belonging at PayPal