Director, Service Personalization

## Develop and Lead Service Personalization Strategy 📍Opportunistically identify personalization “moments that matter” across the customer journey and quantify impact. 📍Leverage AI tools to orchestrate a holistic and personalized service communications strategy that drives customer outcomes while aligning with PayPal’s broader business objectives and customer engagement priorities. 📍Partner with senior leaders in Customer Service to define communication goals, key messages, and campaigns that foster customer loyalty, trust, and satisfaction. 📍Shape the narrative for customer service across various channels, ensuring consistency in tone, voice, and messaging. 📍Work cross-functionally with legal, compliance, and product teams to develop reactive messaging for potential escalations or high-stakes situations. ## What to Bring 📍10+ years of experience in in-product and servicing communications, with at least 5 years in a leadership role, preferably in customer service or a tech-focused company. 📍Proven track record in strategic communications, crisis management, and leading cross-functional teams. 📍Deep understanding of digital communication tools and customer service platforms. Proficiency in customer relationship management (CRM) tools and analytics software. 📍Proven effective collaborator with high execution quotient, operating in a fast- moving, matrixed, relationship-focused environment. Clear comfort with ambiguity and evolving strategies. 📍Exceptional written and verbal communication skills with an ability to craft clear, compelling messages for diverse audiences. 📍Ability to thrive in a high-visibility role, balancing strategic thinking with hands-on execution.