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; se