Incident Manager 2

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: Fraud Management (FIM) is a diverse team of creative problem solvers driven by a desire to holistically mitigate PayPal Fraud Incidents. FIM facilitates mitigation for Fraud Incidents by working with global cross functional teams throughout the Incident lifecycle. A Fraud Incident Manager II is a role that requires extensive fraud knowledge, familiarity with numerous control owners and functions, fluent business acumen, and an ability to stay positive under pressure. It requires managing multiple open matters across diverse teams to ensure prompt and adequate responses to detected fraud pressures. It requires executing responsibilities related to Fraud Incident Management, communicating with appropriate stakeholders, identifying potential issues, and escalating matters as needed. This role demands building strong working relationships with all global functional teams including those in fraud risk, engineering teams, financial crimes, and business teams.

Job Description:

Job Responsibilities:

• Facilitate Incident initiation, mitigation, recovery, and resolution for all PayPal Fraud Incidents.
• Mentor and provide guidance to Fraud Incident Managers by providing feedback, insight, and training when needed.
• Influence and motivate teams across a diverse set of domains and geographic locations to ensure high-risk Incidents are addressed rapidly and efficiently.
• Leverage fraud and business knowledge to quickly identify and engage necessary teams to remediate potential fraud pressure and Fraud Incidents.
• Act as a liaison between various business and fraud groups for the resolution of short-term mitigation for Fraud Incidents.
• Prior experience investigating fraud typologies, InfoSec, or Cybersecurity, ideally at PayPal from either the Risk or Global Investigations segments.
• Manage across teams to track progress, identify dependencies, and drive accountability.
• Work independently and within a team to perform continual triage of Fraud Incidents and teams’ responses.
• Analyze complex business and fraud problems to identify broader policy and product gaps, in the scope of critically analyzing remediation efforts and root cause.
• Lead long-term efforts to drive resolution for known gaps.
• Coordinate teams towards implementation of new controls and monitoring to achieve holistic fraud mitigations.
• Provide Incident consultations to support proper handling and classification.
• Work closely with internal teams, PayPal Command Center (PPCC), Cybersecurity Defense Center (CDC), Enterprise Incident Management, and other stakeholders in troubleshooting, escalating, and resolving Incidents.
• Communicate information about the Incident Management program and process, as needed.
• Send internal Incident reports as needed regarding Incident updates leveraging existing communication platforms.
• Maintain accurate documentation of Incidents, including impact details, timelines, steps taken for mitigation / resolution.
• Must have strong written and oral communication skills. Would be driving conversations and work among technical engineers, data scientists, fraud investigators, policy experts, and leadership across all levels.

Job Requirements:

• BA or equivalent experience
• 7+ years or equivalent experience working in fraud domains, managing fraud investigations, managing Fraud Incidents, or managing Major Incidents.
• Desire to work in a challenging, diverse, cross-functional environment.
• Excellent oral and written communication skills with the ability to communicate with stakeholders in diverse fields (technical and non-technical) and leaders at all levels.
• Must have a calm demeanor, remain positive under pressure, and an ability to multitask and manage multiple pressure situations in parallel and drive accountability from stakeholders.
• Strong collaboration skills and ability to positively influence teams through a climate of change.
• Excellent project management, organizational, presentation and interpersonal skills.
• Understanding risk management and results oriented with the ability to identify the long-term effects of decisions /solutions on customers and the business.
• Establishes effective partnerships with internal clients, dedicated to meeting their expectations and requirements, has established working relationships that enable self-direction in gathering requirements and scoping work; strong ability to work within a team.
• Ability to get buy-in and collaboration from diverse stakeholders.
• Excellent problem-solving and creative thinking skills.
• Ability to identify and push end to end solutions.
• Disciplined and organized.
• Comfortable escalating issues as appropriate.
• Confidence engaging and questioning various functions and levels of seniority across organization.
• Quick learner who can easily adapt to new business knowledge and new technologies.
• Basic understanding of network topology, ideally PayPal’s network infrastructure.
• Familiar with PayPal’s major products, flows and risk checkpoints is strongly preferred.

• Technical support or operations experience preferred, but not required.

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:

To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx

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.