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.We're seeking a Staff Designer to lead design for one of our most critical areas: Customer Account Resolution. In this role, you'll transform high-stakes, compliance-driven processes into clear, empathetic experiences that rebuild trust and confidence for our customers. You'll shape the future of how merchants resolve account restrictionsbalancing regulatory requirements with PayPal's commitment to user-first design.
Essential Responsibilities:
- Develop plans to enhance the user and customer experience across the digital and physical products and meet team performance
- Perform more-complex customer experiences that require highly specialized user interface and product design knowledge and advanced business expertise
- Lead some projects or programs within the product function and may coordinate activities of others
- Design process, product, and service improvements based on understanding of business needs and industry trends
- Determine methods and procedures on new assignments that may impact activities of others
- Analyze business trends to inform user experience strategies and initiatives.
- Collaborate with stakeholders to ensure user needs are prioritized in design processes.
Expected Qualifications:
- 5+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience.
Additional Responsibilities And Preferred Qualifications
What you'll do
- Own the Account Resolution experience: Craft clear and empathetic journeys that guide merchants through resolving account restrictions and re-establishing trust.
- Design user-first, compliant solutions: Deliver best-in-class experiences that satisfy regulatory obligations.
- Operate at two levels: Balance execution of immediate priorities with setting the long-term vision for the resolution experience.
- Drive alignment: Collaborate with Product, Engineering, Legal, Risk, and Operations to deliver solutions that are both compliant and customer centric.
What We're Looking For
- A proven track record of solving complex, system-level design problems with elegant, user-centered solutions.
- Experience working in compliance-driven or complex domains.
- Ability to flex between hands-on delivery and visionary, strategic design leadership.
- Strong collaboration and influence across Product, Engineering, Legal, Risk, and Operations.
What we're looking for:
- 6+ years in product design (B2B, fintech, or complex workflows).
- Portfolio of elegant UIs, simplified systems, and shipped products balancing user, business, and systems needs.
- Strong systems thinker with research-driven insights, cross-functional collaboration, and multi-user workflow experience.
- Skilled in data-heavy interfaces, prototyping, validation, and storytelling; payments/disputes knowledge a plus.
- Able to explain decisions, lead workshops, and influence through storytelling.
- Portfolio with shipped products balancing user delight, business outcomes, and systems-level design.
PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. Any such request is a red flag and likely part of a scam. To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us.
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.
