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 Description Summary:

As Senior Director, Content Design, you’ll report to our Head of Content Design and lead the Content Design teams across the entire Consumer portfolio (including PayPal and Venmo). You’ll be a key member of the Consumer Experience Design leadership team, partnering with experts in Design, Research, and Operations to drive strategic direction, editorial oversight, and operational excellence across the experience design lifecycle and to help build a high-performing team and culture of design excellence.

Job Description:

The Position  
The customer is at the center of everything we do at PayPal. As a leader in financial technologies, PayPal teams are cross-functional and inspired by the goal of improving the financial wellbeing of people and businesses around the world. Our cross-functional teams partner across the PayPal family of companies as one team to deliver unique and meaningful products for millions of customers around the world. 
 
PayPal’s multidisciplinary Experience Design team has embarked on a path to transform our user experiences and deliver supercharged, intelligent, and unique global products that elevate money management, payments, and commerce and bring meaningful value to every customer.  
 
As part of this evolution, our content strategy is core to our success, and we are seeking a content leader that’s a master of craft to join our leadership team and help drive transformation across the Consumer portfolio. This is an opportunity to have a massive impact and write the future of content design and commerce at scale. 
 
As Senior Director, Content Design, you will lead the Content Design teams across the entire Consumer portfolio (including PayPal and Venmo). You’ll be a key member of the Consumer Experience Design leadership team, partnering with experts in Design, Research, and Operations to drive strategic direction, editorial oversight, and operational excellence across the experience design lifecycle and to help build a high performing team and culture of design excellence. 
 
Job Description:  

Working through your leadership team, lead a team of content designers across matrixed teams to deliver content design at scale, working with cross-functional partners, removing systemic obstacles, and presenting and influencing stakeholders across the product design lifecycle at every level.  

Raise the bar and drive best practices in process and methodology across the content discipline, including strategy, operations, research, and systems, as well as accessibility, inclusion, globalization, content management, and emerging content tools, including generative AI (Artificial Intelligence).  

Set global objectives and key results for content experiences and use data to inform content direction and monitor and optimize performance.  

Hold the team accountable to leverage and extend the use of content and design systems, style guides, patterns, and assets in the creation of UX deliverables.  

Shape team and content strategy, identifying risks and prioritizing opportunities.  

Contribute to the wider Experience Design & Content communities, as a tastemaker and mentor, leveraging your strengths to grow people and teams globally.  

Identify gaps and solutions for future growth and scale within the team or org.  

Attract world-class content talent to join the amazing writers and strategists on the team and use your passion for coaching leaders to develop and retain a high-performing and high-impact team.  

Have a point of view on strategic decisions, using insights from the team.  

Understand how to influence stakeholders and leaders to implement the best ideas.  

Have prior experience as a leader of a content design team that is large and/or complex, including managing managers, working across disparate product areas, and building an effective content design practice and org.  

Build a diverse and inclusive environment across the team, model inclusive behaviors, and hold managers accountable.  

Be adaptable, conceptual, and resilient in the face of change.  

Evaluate new and existing user experiences on an ongoing basis and ensure content strategy is successfully implemented across the app.  

Help scale our user experience by collaborating with our Design Systems team to embed content recommendations at the systems level.  

Influence strategic decisions across and within our product to improve the overall experience and ensure consistency.  

Lead discovery efforts, from the design and interpretation of quantitative and qualitative research efforts to facilitating team sessions and focus groups  

Understand the role existing and emerging technologies can play in content design and production, and champion those that will drive quality, efficiency and scale. 

Lead Consumer product content strategy by actively engaging in the end-to-end product development process, including defining the problem, brainstorming on the product vision, writing the interface language, and reviewing user research to understand user behavior to craft the tone and voice.  

The Senior Director, Content Design is responsible for developing a cohesive content design strategy, scaling our content processes, and standardizing rules for scalability and localization.  

Requirements 

12+ years’ experience in content-related fields with 6+ focused on product content design.  

A strong track record of building content teams, and proven ability to attract, develop and retain top content talent.  

8+ years' experience directly managing, coaching, and developing full-time employees including 4+ years' experience managing managers.  

5+ years’ experience defining content strategies that deliver significant customer and business impact.  

5+ years of experience leading dynamic teams with successful outcomes in creating and delivering user-centered, data-driven consumer experiences.  

8+ years of experience in content strategy with a focus on writing, including experience with a global audience  

5+ years of experience leading dynamic teams with successful outcomes in creating and delivering user-centered, data-driven consumer experiences.  

Proven, senior-level content strategy development, ideally at a consumer tech company.  

Be an outstanding collaborator with product management, engineering, user research, content, and design.  

Full-stack content strategy skills from discovery through maintenance, including content audits, gap analyses, content modeling, UX writing, and using content management systems.  

5+ years' experience influencing product and design strategy and collaborating with cross-functional partners (engineering, globalization, marketing, data, legal, customer support).  

Unparalleled editorial skill. Creative, systems-thinking UX leader. Experience directing content teams, including 3rd party agencies, to deliver excellent and effective content for varied segments and for highly regulated industries.  

Bachelor’s and/or Master’s Degree in the study of creative writing, information design, information science, communications research, related fields, or equivalent experience.  

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

-

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 https://www.paypalbenefits.com.

The U.S. national annual pay range for this role is

$143400 to $285450

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 https://www.paypalbenefits.com.

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 talentaccommodations@paypal.com.

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.