Job Summary
This job engages in complex problem resolution and leads projects of diverse scope. They determine methods and procedures for new or special assignments, resulting in global process improvements.
Job Description
Essential Responsibilities
- Lead complex projects of diverse scope to optimize operational processes.
- Participate in complex problem resolution and determine methods and procedures for new assignments.
- Drive global process improvements within the organization.
- Provide oversight and support for planning and management of financial, budget, and headcount targets.
- Act as a liaison between business leadership, staff, and other key partners.
- Influence the quality, efficiency, and effectiveness of business processes.
- Utilize internal and external data to provide actionable insights for business growth.
Minimum Qualifications
- Minimum of 12 years of relevant work experience and a Bachelors degree or equivalent experience.
Preferred Qualification
As a member of our technical operations team, you ll lead our newly formed business operations team and establish 24/7 operational support capabilities. This role will be instrumental in driving operational excellence, optimizing business processes, and ensuring seamless day-to-day operations across the organization. We re looking for skilled, motivated and experienced Technical Operations Support Manager to lead our 24/7 operations team This role combines people leadership with technical expertise to ensure our systems process and settles millions of transactions daily with exceptional uptime and performance. Youll manage a team of operations specialists while driving operational excellence and continuous improvement across our critical payment infrastructure.
Meet our team
We re a lean, self-motivated team of engineers and product managers united by a shared mission to enable seamless commerce around the world. We move with speed, believe in extreme ownership, and are driven by the impact our work has on the businesses and people who use our products every day.
Your Way to Impact
As a Business Operations Manager, youll lead high-performing operations teams while shaping both the technical and business operations of our platform. In this role, youll build strong cross-functional partnerships and establish 24/7 operational support capabilities for our growing organization. Youll foster a culture of operational excellence by mentoring talent, optimizing team operations, and guiding your teams growth as both specialists and collaborators. This position will be instrumental in driving operational excellence, streamlining business processes, and ensuring seamless day-to-day operations across all business functions.
- Lead and manage a team of 5 Technical Operations Support Specialists
- Create and manage on-call rotation schedules ensuring 24/7 coverage
- Recruit, interview, and onboard new team members
- Foster a collaborative team culture focused on operational excellence and continuous learning
- Manage team performance metrics, SLA adherence, and incident response effectiveness
- Oversee incident response processes and ensure adherence to defined SLA targets
- Maintain operational dashboards and KPI reporting for leadership visibility
- Ensure compliance with change management and operational procedures
- Develop and refine operational procedures, runbooks, and escalation processes
- Identify automation opportunities to reduce manual operational overhead
- Lead capacity planning and performance optimization initiatives
- Establish operational metrics and continuous improvement programs
- Partner with engineering teams to enhance overall system observability
- Work closely with Engineering, Product, and Infrastructure teams on operational requirements
- Coordinate with global teams across multiple time zones for seamless 24/7 operations
Your Day-to-Day
- Provide strong leadership and guidance to operations teams, fostering a culture of collaboration, innovation, and continuous improvement.
- Define clear objectives and key results (OKRs), and consistently deliver against them while driving measurable improvements in key performance indicators (KPIs).
- Accelerate team productivity and delivery velocity through effective leadership, process optimization, and strategic support.
- Ensure the team adheres to the SOP for each of the business operations
What do you need to bring
- 15+ years of progressive experience in business operations, technical operations, or related functions within the financial services sector, with strong preference for candidates from major Indian banking institutions
- Create, verify, and adjudicate disputes with participating networks and payment providers to resolve transaction discrepancies
- Collaborate with engineering and live support teams to handle escalated issues and provide technical assistance to participants and payment providers
- Support ongoing business operations related to payment processing, dispute resolution, and network maintenance activities
- At least 3 years of proven people management experience, successfully leading and developing technical operations teams
- Experience managing 24/7 operations teams with on-call responsibilities
- Established track record of building, scaling, and optimizing operations teams to support business growth and operational demands.
- Deep understanding of banking back-office operations, including payment processing, settlement procedures, and multi-party reconciliation workflows
- Comprehensive experience in dispute management lifecycle, from initial case assessment through adjudication and final resolution
- Strong familiarity with payment provider ecosystems and inter-bank operational processes
- Strong project management and organizational skills
- Strong analytical and problem-solving abilities to drive operational efficiency and process improvements
Subsidiary
PayPal
Travel Percent
0
For the majority of employees, PayPals balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.
Our Benefits
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https//www.paypalbenefits.com .
Who We Are
Click Here to learn more about our culture and community.
Commitment to Diversity and Inclusion
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. .
Belonging at PayPal
Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.
Any general requests for consideration of your skills, please Join our Talent Community .
We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don t hesitate to apply.
