Reporting to the Sr. Director, Enterprise Quality, the Director, Enterprise Quality is a founding leader of PayPal’s new enterprise 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 Director helps change that: shaping the common standards and ways of working that make quality an enterprise discipline, and partnering across Product, Engineering, Design, Risk, Servicing, and Go-to-Market to build quality into how PayPal plans, builds, launches, and operates its products. Working across all three business units and enabling functions, the role concentrates – depending on focus – on defining the enterprise standards for quality, or on driving their adoption and adherence in the field. It is fundamentally an influence role: success comes through clarity, trust, and enablement rather than direct authority over business-unit roadmaps.

Essential Responsibilities:

• Lead the end-to-end design, analysis, and optimization of business processes to enhance efficiency, compliance, and effectiveness.
• Collaborate with cross-functional teams and senior leadership to align process improvements with organizational goals and strategic priorities.
• Identify, assess, and resolve complex business process challenges, driving sustainable improvements and measurable business outcomes.
• Oversee governance frameworks and ensure compliance with internal standards and external regulatory requirements.
• Leverage Lean, Six Sigma, or other methodologies to implement large-scale process improvement initiatives with significant impact on cost, quality, and productivity.
• Develop and implement performance management systems to monitor key process metrics, ensuring accountability and continuous optimization.
• Lead user acceptance testing and change management efforts to ensure adoption of improved processes and tools.
• Serve as a subject matter expert and mentor, coaching teams and leaders on process improvement best practices and methodologies.
• Establish and maintain documentation, standards, and best practices to promote operational consistency and scalability.
• Prepare and present detailed reports, insights, and recommendations to executive leadership on process performance and improvement opportunities.

Minimum Qualifications:

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

• 10+ years of progressive experience in business operations, program or portfolio management, product operations, quality, corporate strategy, or risk and controls, including leading complex global initiatives.
• Proven experience leading large-scale transformation and change – designing and implementing operating models, governance frameworks, standards, processes, and new ways of working that improve execution, quality, and accountability.
• Experience partnering with Product, Design, and Engineering organizations to deliver complex digital products and technology-enabled business initiatives.
• Trusted advisor to senior executives – 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 organizational challenges, use data to inform decisions, and mobilize cross-functional teams around solutions.
• Working 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).