Incident Management Quarterback
PayPal Inc.

Job Info

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At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

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Job Description Summary:
As a member of the Quarterback Incident Management team, you will lead incident teams across the company to quickly mitigate some of PayPal's most critical incidents. The role is challenging, rewarding, surprising, impactful, ... but never boring.

Job Description:

Primary responsibilities

The Incident Management Quarterback's primary responsibility is to provide the necessary structure and rigor to drive PayPal's most critical and sensitive incidents forward by:

• Engaging representation from Legal, Risk & Compliance, the functional area who owns mitigation, and other subject matter experts associated with each specific incident.
• Creating an incident ticket in the Incident Management system of record. Updating key milestones in that ticket throughout the incident management lifecycle to closure.
• Scheduling, defining agenda, and facilitating each incident status meeting.
• Documenting impact, mitigation actions, longer-term remediation actions, recovery actions, and all incident meeting notes / action items.
• Escalating to leadership to remove roadblocks for incident mitigation / recovery.
• Providing incident-specific content for reporting to regulatory agencies if required.
• Coordinating a smooth hand-off to the Recovery Team if customer recovery is required.
• Approval of communications content prepared to send to consumers and merchants impacted by an incident.
• Coordinating a smooth hand-off to the Root Cause Analysis team after each incident is mitigated.

The Quarterback team is also involved with the over-arching Enterprise Incident Management Program in the following ways:

• They maintain the formal documents of the Incident Management Program. These include the Incident Management Policy as well as more specific procedures, guidelines, and training modules.
• They gather evidence in response to requests from Internal Audit and various regulatory exams throughout the year.
• They prepare Incident Management Program metrics and reports for senior management and operating committees.
• They collaborate with other major incident management teams to improve the tools and processes used within the program.

Preferred experiences and leadership qualities

Influence without authority. In this role, you will meet people from all parts of the company. You need to bring a strong leadership presence to each meeting, instill confidence and strengthen a sense of team. You won't be their boss, but you need them to follow your direction anyway.

Communicate effectively. You will set the tone for each incident status meeting, and will use your strongest oral communication skills to clarify status updates or roadblocks. You'll also use your best written communication skills to organize the official record of each incident so that it captures all the incident data in a way that tells a cohesive story.

Perform under pressure. Every incident is different, and the early meetings can be a little chaotic as people from different groups come together and try to find the best path to mitigation quickly. The QB sets the tone of the incident team. If you're calm but focused, the team will follow.

Intellectual curiosity. QBs manage incidents from every branded business unit, and every operational functional area. You'll have the chance to learn so much! And a good QB is not hesitant to ask a clarifying question, even if it seems pretty basic. You may need to explain the root cause or the mitigating actions to senior leaders, so it's important that you grow your own understanding first.

Team orientation. Although QBs own incidents as an individual, we are a small team and back each other up. If you get picked for jury duty, one of your teammates will manage your incidents for you until you return. And if your teammate's child breaks a wrist, you may need to step in on short notice and cover for them, too. We work as a team.

Prior incident management experience. The QB's role is one of a manager and facilitator, not someone who troubleshoots and suggests mitigating solutions. If you have previously worked in incident management, you'll already understand the incident management lifecycle, and it will help you guide the team and ask better questions.

Prior experience with a global financial services company. Our industry is heavily regulated, and global span of our operations presents its own challenges. Prior experience in this industry will give you context for the types of incidents we deal with.

Typically requires a minimum of 8 years of related experience with a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years experience; or equivalent experience. Some barriers to entry exist at this level, requiring department review.

Subsidiary:
PayPal

Travel Percent:
0

New York City Only : The pay range for this position is as mentioned below per year, plus annual bonus. We take into consideration an individual's background and experience in determining final salary. All PayPal employees are shareholders in our Company, so equity is part of our total compensation plan. This role is also eligible for health insurance, stock purchase plans, retirement savings benefits, stock awards, life insurance and disability benefits, and paid time off for sick leave, parental leave, vacation and PTO. To learn more visit paypalbenefits.com. This information is provided per the New York City Human Rights Law. Base pay information is based on market location.

New York City Salary in USD: $145265 - $179445

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 https://www.paypalbenefits.com

Who We Are:
Click Here to learn more about our culture and community.

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.

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 paypalglobaltalentacquisition@paypal.com.

As part of PayPal's commitment to employees' health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.

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