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 Summary:
We are seeking a strategic and technically strong Senior Manager of Production Operations to lead PayPal’s North America Command Center team. This high-impact leadership role is responsible for ensuring the reliability, scalability, and availability of our 24/7 mission-critical payment infrastructure.
You will lead managers and team leads across multiple time zones, driving operational excellence, process maturity, and a culture of continuous improvement. The role also focuses on advancing engineering excellence through AIOps, automation, and proactive reliability practices to reduce MTTD and MTTR across the North America footprint.
This is an exciting opportunity for a seasoned leader with deep technical expertise and a passion for operational excellence to make a meaningful impact at scale.
Job Description:
**Essential Responsibilities: **
- Manage and mentor a team of site reliability engineers, setting performance objectives, providing technical guidance, and ensuring alignment with business goals.
- Oversee the execution of reliability initiatives, ensuring critical systems maintain high availability, resilience, and performance at scale.
- Work with engineering, operations, and product teams to ensure seamless integration of reliability best practices into the development, deployment, and operational processes.
- Lead incident management activities, including coordination of response efforts, root cause analysis, and implementing solutions to prevent future incidents.
- Define and track key performance indicators (KPIs) related to system reliability, availability, and performance, reporting results to leadership regularly.
- Promote and drive automation within the site reliability engineering team, ensuring processes are streamlined and systems operate with minimal manual intervention.
- Manage capacity planning efforts, ensuring the scalability of systems and the ability to handle increasing traffic and resource demands effectively.
- Ensure the development and testing of disaster recovery plans and procedures, minimizing downtime in the event of a failure.
- Lead career development and mentorship efforts for team members, ensuring engineers have the tools and opportunities to grow their skills and advance their careers.
- Work closely with leadership to align site reliability engineering goals with broader organizational objectives, ensuring engineering efforts support business continuity and growth.
Minimum Qualifications:
- 8+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
- Experience leading others
Additional Responsibilities & Preferred Qualifications:
Key Responsibilities:
- Lead and manage Production operation Managers & leads, providing guidance on escalated technical issues and complex infrastructure challenges.
- Oversee 24/7 monitoring and management of multi/hybrid cloud and on-premises infrastructure, ensuring optimal performance and availability.
- Set clear goals, provide continuous coaching, and grow leadership capabilities within the team pipeline.
- Champion automation-first practices: drive runbook automation, self-healing systems, and event-driven remediation pipelines.
- Collaborate with cross-functional teams including DevOps, Security, and Application Development to resolve critical incidents and implement preventive measures.
- Own and continuously improve SLAs, SLOs, and operational KPIs including MTTD, MTTR, incident frequency, and change failure rate.
- Provide technical leadership during major incidents, coordinating response efforts and post-incident analysis.
- Develop team capabilities through mentoring, training, and knowledge sharing programs.
Required Qualifications:
- Bachelor’s degree in computer science, Information Technology, or related field; Master's preferred.
- 8+ years of experience in infrastructure management, with at least 3 years in a leadership role.
- Extensive experience with multiple cloud platforms (AWS, Azure, GCP) and on-premises infrastructure management.
- Demonstrated experience building or scaling AI/ML-based automation for operations; including AIOps platforms, alert noise reduction, auto-remediation, and intelligent runbooks.
- Strong background in incident management, ITIL frameworks, and operational best practices.
- Experience with monitoring tools, automation platforms, and infrastructure-as-code technologies.
- Proven track record of leading technical teams in high-pressure, mission-critical environments.
- Excellent communication skills with ability to interact effectively with technical teams and executive leadership.
Preferred Qualifications:
- Relevant certifications (ITIL, cloud provider certifications, PMP).
- Deep Knowledge of financial regulatory requirements (preferably).
- Background in DevOps practices and CI/CD pipeline management.
- Experience with containerization technologies and orchestration platforms.
Subsidiary:
PayPal
Travel Percent:
0
- The base pay for this role will depend on where you work and the relevant experience and expertise you bring. The expected range of pay for this role by location is:
Primary Location | Pay Range:
Scottsdale, Arizona | ($152,500.00 - $226,600.00 Annually)
Additional Location(s) | Pay Range:
San Jose, California | ($176,500.00 - $262,350.00 Annually)
Additional compensation for this role may include an annual performance bonus, equity, or other incentive compensation, as applicable.
PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. When making an application directly, we will never ask you to share passwords, one-time passcodes (OTP), or verification codes. Any such request is a red flag and likely part of a scam. All communication regarding your application will come from official PayPal email domains. If you suspect fraudulent activity, please report it immediately. 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.
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 comprehensive, choice-based programs, to support all aspects of personal wellbeing—physical, emotional, and financial—delivering meaningful value where it matters most. We strive to create a flexible, balanced work culture with a holistic approach to benefits, including generous paid time off, healthcare coverage for you and your family, and resources to create financial security and support your mental health.
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 paypalglobaltalentacquisition@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.