Sr. Mgr, SMB Advocacy & Insights

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:The Sr. Manager, Small Business Advocacy and Insights and Program Lead within the Office of the CEO, will be a passionate champion for small business customers at PayPal. This role focuses on amplifying the voices of small businesses across the company by driving and scaling a comprehensive program that’s designed to foster a culture of working customer back, being customer obsessed, and having small businesses ‘show us the way’ in how we serve them better. Your goal will be to build a thriving community of small business customers who will partner with teams across PayPal on activities and opportunities such as participating in internal meetings and events, small business storytelling through PayPal’s internal and external channels, and who will partner with our product and marketing teams to inform our product roadmap and go-to-market strategies to more efficiently reach prospective small business customers.

This position requires a strong leader with a proven track record in customer engagement, program management, leading through influence, and inspiring change within a large organization.

Job Description:

In your day to day, you will:

Cultural Builder and Program Lead:

Drive and scale the Small Business Center of Excellence, a comprehensive program that’s designed to foster a culture of working customer back, being customer obsessed, and having small businesses ‘show us the way’ in how we serve them better.

Lead compelling customer engagement initiatives that showcase the human side of small businesses and their use of our products. This includes producing recorded customer conversations (including videos of small business owners sharing their origin stories and capturing how customers use our products); organizing internal 'marketplace' events featuring small businesses (including fireside chats with small business owners designed to help them create fans and customers within PayPal’s employee base); and cultivating a global network of small business partners for various activities (such as participating in meetings and events, product testing and feedback sessions, and marketing and communications small business storytelling activities).

Voice of the Customer and Employee-Customer Partnerships:

Develop and maintain strong relationships with key small business customers, building trust and open communication channels.

Build and maintain strong relationships with internal partners across product, marketing, communications, sales, customer support, and other relevant teams.

Enable partnerships between PayPal small business customers and product and go-to-market teams to shape the company’s product roadmap and commercialization strategies to better meet customers’ needs.

Collaborate effectively with marketing and communications to integrate small business customers into broader small business storytelling campaigns and initiatives.

Lead through influence and advocate for small business considerations in relevant planning and execution processes.

Program Measurement & Reporting:

Define and track key performance indicators (KPIs) to measure the effectiveness of programs and demonstrate impact on employee’s awareness and empathy of small business.

What you need to bring:

Minimum of 7-10 years of experience in customer engagement, customer experience, storytelling or a related field, with a demonstrable focus on small businesses.

Excellent written and verbal communication skills.

Passionate advocate for small businesses with a deep understanding of their unique needs and challenges.

Proven experience leading and managing high-impact customer-focused programs.

Deep understanding of the small business landscape, e-commerce, and financial technology.

Proven ability to influence and drive change within a large organization.

Strategic thinking and ability to translate customer insights into actionable recommendations.

Strong understanding of digital payments and the PayPal platform (preferred).

Experience working with cross-functional teams in a large organization.

Preferred Qualification:

Subsidiary:PayPal

Travel Percent:0

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PayPal is committed to fair and equitable compensation practices.

Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.

The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit US national annual pay range for this role is $111,500 to $191,950

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 benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

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

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 .

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.

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