Team Lead - Venmo

Who we are

 

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

 

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Job Description Summary:

As a Team Leader, you will build, develop, and lead a team of employees into a high performing team that meets or exceeds performance goals. Engage and develop your direct reports, foster an open collaborative environment where best practices are shared. Support and drive needs based initiatives through communication, coaching, best practice sharing, and calibrations.

Job Description:

Core Duties:

•Review, communicate and coach to daily performance, quality, behavior and attendance standards at the individual and team level. Utilize formal corrective action procedures as required. (20%)

•Schedule, prepare and lead the required number of 1:1 coaching and team learning sessions and stand-ups that are interactive, engaging and agent driven based upon developmental needs (20%)

•Complete the required number of case/email/ phone quality reviews per teammate each month. Work cases and escalations as required. (20%)

•Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows and guidelines. (20%)

•Participate in teammate selection, internal talent movement, and training needs assessment and closure of knowledge gaps. (20%)

Competencies:

•Customer Focus

•Listening

•Developing Direct Reports and Others

•Time Management

•Business Acumen

•Managing and Measuring Work

•Motivating Others

The above statements are intended to describe the general nature of work being performed within the role. They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviors or expectations for which one may be measured upon within the performance review process. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Additionally, Individuals need to be able to work any shift within a 24 hour period Monday through Sunday.

Business:

•Strong communication skills in all formats (verbal, written) and ability to effectively communicate with teammates, peer supervisors and department management

•Ability to direct and motivate others and effectively delegate to achieve goals

•Demonstrated ability to drive for results (move the needle); Understand and articulate the impact of key metrics to teammate and department results.

•Ability to recognize the need for and lead through change management initiates while maintaining and driving teammate engagement

•Ability to effectively balance company and customer needs to deliver against NPS targets and business goals

Technical

•Proficiency in external systems (Internet, Office Applications), and basic knowledge of applicable or relevant internal systems and cloud based software (such as Kana, Zendesk, Slack, Confluence, and any other department-specific tools)

Experience (Required): Up to 2 years leadership experience

Education: Bachelors Degree or equivalent work experience Required

Subsidiary:

Venmo

Travel Percent:

0

For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying, or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom, enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

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].

As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.