Vendor Engagement Manager

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:

At PayPal, we put people at the center of everything we do. PayPal gives people better ways to connect to their money and to each other, helping them safely access and move their money and offering a choice of how they would like to pay or be paid. Last year we processed 4 billion payments, of which 1 billion were made on mobile devices.
With our 250 million active customer accounts, we have created an open and secure payments ecosystem that people and businesses choose to securely transact with each other online, in stores and on mobile devices.
PayPal is a truly global payments platform that is available to people in 206 markets, allowing customers to get paid in more than 100 currencies, withdraw funds to their bank accounts in 57 currencies and hold balances in their PayPal accounts in 26 currencies.

At PayPal, we believe that great products can change people’s lives. That’s why we continue to innovate and design solutions that help our customers make billions of transactions across the globe.

The Localization team’s mission is to provide our global customers with high quality content experiences in over 32 languages. We help people to connect in over 206 markets and countries by offering them PayPal in their local languages.

Job Description:

Role Overview:

The localization vendor engagement manager is a localization expert who builds and maintains an antifragile, efficient, mutually beneficial outsourcing partnership model that ensures production scalability, guarantees high 360-degree quality of localization deliverables and minimizes operational risks.

The mission is to enable PayPal to communicate with our customers around the world through best in class product and notification contents. His/her scope covers several languages and markets.

The Vendor Engagement Manager is responsible for defining voice and tone, terminology, quality standards and improvements for the content that is localized in the languages for the regions that he/she’s responsible for. The Vendor Enablement Manager will work very closely with our vendors to ensure the quality of the content delivered meets the expectation through training, coaching and monitoring of our vendors’ work.

As a true customer champion, the Vendor Engagement Manager is responsible for collecting, analyzing and acting upon the feedbacks of customers about the contents in the languages he/she owns.

It’s a strategic role at PayPal: by intervening at every step of the end-to-end localization process (pre-, during and post-translation), the Vendor Enablement Manager enables PayPal to provide our customers around the world with high-quality experiences in their own language.

Responsibilities:

• Ensure reliable, data-driven, 360-degree feedback on vendor performance is available in near real-time to the vendors and to L10N. Provide feedback of their work, to ensure high-quality and scalable translations.
• Proactively work on quality improvement initiatives and monitor all quality KPIs
• Build a close work relationship with vendor’s language leads, answer queries, coach vendors on PayPal products, features and language guidelines. Perform root-cause analysis and escalation of problems found during the quality control processes and via customer feedback.
• Manage vendor-related escalation and resolution
• Ensure vendor capacity is aligned with the current roadmaps, including contingencies
• Own all aspects of target languages quality, meeting expectations of regional customers. Ensure quality in all PayPal product and notification content and make sure translation keeps content narrative consistent across the experience.
• Collaborate with the product teams to ensure the localized contents are aligned and reflect the product’s objectives.
• Collaborate and build close relationship with local and regional stakeholders to define the PayPal tone and voice for the local languages. Act as the local and regional point of contact regarding any localization topic.
• Define the quality standards for his/her regions. Ensure all terminology resources are up to date and used by all translators and local content authors.
• Guide, train and transfer knowledge to the translation vendors in the languages he/she’s responsible for; ensure proper vendor training takes place (both localization-specific and PayPal specifics)
• Admin tasks – vendor onboarding, access, compliance etc.
• Compile and share (with vendors and L10N) monthly and quarterly, near real-time roadmaps for vendor resource planning & allocation

Job Requirements:

• Full professional proficiency in the language English.
• Extensive relevant work experience in the content and/or localization industries as vendor manager, translator, reviewer or content manager, preferably for interactive user experiences.
• At ease managing multiple projects, setting stakeholder expectations, working individually and collaborating across teams and vendors.
• Excellent, highly effective communication and critical-thinking skills.
• Ability to influence across teams and vendors.
• Comfort in managing through ambiguity, self-driven, able to prioritize and work well independently

Preferred Qualifications

• Experience in dealing with localization services’ providers is desirable
• Understanding of localization lifecycle and terminology management tools is preferred
• Understanding of UX principles is desirable
• Experience in financial services, payments, B2B or B2C e-commerce is preferred

Subsidiary:

PayPal

Travel Percent:

0

Primary Location:

London - Whittaker Ave, London, United Kingdom

Additional Locations:

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].