Sr. Director, Enterprise Quality

The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade.

Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Summary:

Reporting to the VP, Head of Operations, Quality & Analytics, the Sr. Director, Enterprise Quality will establish and lead PayPal’s new enterprise-wide quality function. Today, quality is managed inconsistently across the company – standards differ from team to team, issues surface late, and feedback loops are broken. The Sr. Director changes that: defining the operating model, standards, and governance that make quality an enterprise discipline, and building the team and culture to embed it across Product, Engineering, Design, Risk, Servicing, and Go-to-Market.

Job Description:

Essential Responsibilities:

• Lead the strategic design, analysis, and continuous improvement of business processes to enhance operational effectiveness and efficiency across the organization
• Oversee and eliminate inefficiencies, streamlining workflows to achieve significant cost reductions and productivity gains
• Ensure robust governance and compliance with organizational standards and regulatory requirements in all process improvement initiatives
• Leverage Six Sigma or Lean methodologies to spearhead process improvement projects, delivering measurable and impactful results
• Serve as a subject matter expert and internal coach, guiding and mentoring teams in identifying and implementing innovative process improvement solutions
• Collaborate with cross-functional leadership teams to align business processes with the organization's strategic goals and priorities
• Influence and implement comprehensive performance management systems to monitor, evaluate, and enhance the effectiveness of business processes
• Manage regular process audits and assessments to identify opportunities for improvement and ensure continuous optimization
• Foster a culture of continuous improvement by promoting best practices and encouraging innovation throughout the organization
• Prepare and present detailed reports and strategic recommendations to senior leadership on process improvement initiatives and their impact on business performance

Minimum Qualifications:

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

Additional Responsibilities & Preferred Qualifications:

About Checkout Solutions & PayPal (XOPP)

XOPP (Checkout Solutions & PayPal) sits at the center of how PayPal connects consumers and merchants at global scale, across our checkout experiences and product suite. The PayPal Network is strongest when the flywheel spins – engaged consumers create greater value for merchants, which drives stronger distribution and presentment and, in turn, reinforces consumer preference. Our work is to reignite that flywheel: rebuilding relevance and checkout share, deepening our most valuable consumer relationships, and differentiating through payment flexibility, identity protection, and value in the moments that matter most. It's how we win preference and fuel durable, profitable growth across borders, channels, and platforms.

About the Position

Reporting to the VP, Head of Operations, Quality & Analytics, the Sr. Director, Enterprise Quality will establish and lead PayPal’s new enterprise-wide quality function. Today, quality is managed inconsistently across the company – standards differ from team to team, issues surface late, and feedback loops are broken. The Sr. Director changes that: defining the operating model, standards, and governance that make quality an enterprise discipline, and building the team and culture to embed it across Product, Engineering, Design, Risk, Servicing, and Go-to-Market.

The Sr. Director convenes the Enterprise Quality Council, keeps the customer experience central to product and investment decisions, and builds a lean central team and a network of embedded owners, Quality Stewards, and champions across the business units and functions. It is fundamentally an influence role: the function succeeds through clarity, shared standards, and executive sponsorship rather than direct authority over business-unit roadmaps.

Success will be measured by whether quality becomes clear, consistent, and owned – common standards and frameworks that teams genuinely adopt, products that are ready before they ship, systemic issues resolved at the root, and a measurable improvement in the customer experience.

The ideal candidate is a strategic and influence-driven leader who can stand up an enterprise capability from the ground up, earn the trust of senior leaders across the business units and enabling functions, build and develop a high-performing team and talent, and institutionalize a quality-first culture and best practices across the enterprise.

Key Responsibilities

• Establish and lead PayPal’s enterprise quality capability – the operating model, standards, governance, and continuous-improvement programs – across the enterprise.
• Define the enterprise standard for quality – a common definition of “good,” with the expectations and ways of working that embed it into how products are built, launched, and operated.
• Establish and run enterprise quality governance – the Enterprise Quality Council, launch-readiness expectations, escalation paths, and the decision rights that align quality across the enterprise.
• Define the enterprise quality metrics and reporting, giving senior leadership a clear view of quality and where to focus.
• Drive adoption and adherence through enablement – training, playbooks, and a network of Quality Stewards and champions – rather than mandates.
• Build strong partnerships and clear ways of working with the business units, partner teams, and enabling functions so accountability is unambiguous.
• Build and lead a lean central team and the broader network of embedded owners and champions; secure executive sponsorship and investment.
• Coach and develop talent, lead the shift to a quality-first culture, and institutionalize best practices and an accountable, results-oriented way of working.

Requirements

• 15+ years of progressive experience in product, product operations, quality, business operations, program or portfolio management, corporate strategy, or risk and controls, including building enterprise capabilities and leading complex global initiatives.
• Proven experience standing up enterprise operating models and governance frameworks, and leading large-scale transformation and change – new standards, processes, reporting systems, and ways of working that improve execution, quality, and accountability.
• Deep customer-centric product instincts, with the ability to define what quality means across reliability, performance, usability, trust, and launch readiness.
• Experience partnering with Product, Design, and Engineering organizations to deliver complex digital products and technology-enabled initiatives.
• Trusted advisor to ELT-level leaders – able to build relationships, influence without direct authority, resolve competing priorities, and provide clear, well-reasoned recommendations across highly matrixed organizations.
• Exceptional executive communication and storytelling skills, with the ability to synthesize complex information into clear narratives, recommendations, and decision-ready materials for senior leadership and board-level audiences.
• Strong structured problem-solving and analytical skills, with the ability to diagnose complex enterprise challenges, use data to inform decisions, and mobilize cross-functional teams around solutions.
• Deep knowledge of quality and continuous-improvement practices (e.g., Lean, Six Sigma) and the metrics and tooling that make quality measurable and visible.
• Experience applying AI and automation to operational or reporting workflows (preferred).
• Experience in payments, fintech, or another regulated industry, and demonstrated learning agility with the ability to execute with urgency (preferred).
• Bachelor’s degree in Business, Engineering, Operations, or a related technical or management field; a quality discipline (e.g., Quality Management, Assurance, or Engineering) a plus; MBA or Master’s (preferred).

Benefits

• Flexible work environment
• Employee shares options
• Health and life insurance
• Annual performance bonus
• Equity compensation
• Medical, dental, and vision benefits

Subsidiary:

PayPal

Travel Percent:

0

-

The base pay for this role will depend on where you work and the relevant experience and expertise you bring. The expected range of pay for this role by location is:

Primary Location | Pay Range:

New York City, New York: ($196,500.00 - $291,500.00 Annually)

Additional Location(s) | Pay Range:

Chicago, Illinois: ($178,500.00 - $265,100.00 Annually)

Austin, Texas: ($178,500.00 - $265,100.00 Annually)

San Jose, California: ($196,500.00 - $291,500.00 Annually)

Additional compensation for this role may include an annual performance bonus, equity, or other incentive compensation, as applicable.

PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. When making an application directly, we will never ask you to share passwords, one-time passcodes (OTP), or verification codes. Any such request is a red flag and likely part of a scam. All communication regarding your application will come from official PayPal email domains. If you suspect fraudulent activity, please report it immediately. To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us.

For the majority of employees, PayPal's 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:

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:

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. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected].

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.

Notice to Applicants and Employees who reside within New York City. Click here to view the notice.