Content Design Manager

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.

Job Description Summary:

PayPal is looking for a Content Design Manager to join its larger UX and Content Design org.

Job Description:

Meet the Team:

At PayPal, Content Designers work side by side with UX designers, product owners, legal teams, and UX researchers to create customer experiences that empower people and businesses financially around the world. Our UX content org is part of the Customer Experience team, which focuses on delivering top-quality customer experiences to 400+ million customers around the world.

Your Way to Impact:

You'll be a key driver of content strategy and editorial quality for multiple cross-functional product delivery teams, leading a team of Content Designers. At PayPal, Content Designers work side by side with UX Designers, Product Managers, and Researchers to create user experiences that empower people and businesses around the world.

Your Day to Day:

1. Lead and grow a small team of Content Designers including line management, performance management, and professional development.
2. Inspire the team to evangelize for our customers, develop the information they need, determine when and how best to communicate with them, and how to do so with a trusted voice that makes them feel cared for and understood.
3. Drive the definition of a clear and actionable strategic direction for content in your product area.
4. Work with the writers on your team to make sure content is implemented to deliver against the strategy and to PayPal standards.
5. Use data and customer feedback to measure the effectiveness of the content strategy and pivot as needed in real time.
6. Work with the Content Community of Practice team to define, develop, and implement content strategy frameworks, toolkits and guidelines, with the aim of developing world-class experiences at scale.
7. Coordinate content with Brand, Marketing and Operations teams to ensure we create a consistent end-to-end experience.
8. Use data and research to evaluate your content’s impact, and push for continuous improvement that shows real results.
9. Be an arbiter of best practices in grammar, messaging, terminology, writing, and style.
10. Reach across disciplines and departments to demonstrate how content can be used to create lasting and meaningful relationships with our customers.

What You Need to Bring:

1. A successful candidate will have around 8 years of experience writing for multiple channels and platforms (web, apps, email, social media) and an understanding of which medium to use.
2. At least 3 years of experience managing or mentoring writers is required.
3. You see products and solutions as part of a customer’s larger journey and you seek to deeply understand that journey through research and data analysis.
4. You understand brand and marketing methodologies, but your real expertise is using design thinking in service of creating great products.
5. You have a track record of positioning content as an engagement tool that transforms customer relationships.
6. You have a history of knocking down organizational obstacles and building sustaining frameworks and partnerships.
7. Experience in financial services, payments, B2B or B2C e-commerce is preferred but not required.
8. A Bachelor’s, Master’s or a related degree is preferred but not required.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply. 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.

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.