Incident Management Quarterback

**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**:
The Incident Management Quarterback’s primary responsibility is to ensure that incidents are managed effectively, impact is minimized, all system and customer impact is recovered, and we continuously improve our processes and program.

**Responsibilities**:

- Identify and escalate incidents requiring immediate attention from senior leadership.
- Facilitate timely resolution of severe and crisis-level incidents.
- Facilitate collaboration across incident management teams to ensure cohesive responses.
- Serve as a liaison between incident teams and senior leadership, ensuring streamlined communication by providing situational awareness updates and delivering detailed incident reports that offer clarity and actionable insights.
- Manage drafting and approval of internal and external communications, ensuring clear and consistent messaging.
- Support the preparation of timely and accurate regulatory report submissions.
- Engage with PayPal's Legal, Risk, Compliance, and other relevant departments for incidents involving regulatory non-compliance.
- Engage with fraud and security response teams, including but not limited to internal or third-party forensic, for malice incidents and offer insights and response recommendations.
- Guide and facilitate post-incident reviews to identify underlying causes, lessons learned and refine processes.
- Develop and implement proactive plans for overall incident preparedness.
- Create and participate in tabletop exercises, simulations, and after-action reports.
- Influence Without Authority: As an incident manager, you will interact with colleagues across different lines of business. You must bring a confident leadership presence to each meeting, instilling a sense of trust and teamwork. Despite not directly managing team members, you will be expected to inspire them to follow your direction and align with the incident resolution strategies you propose.
- Effective Communication Skills: You will play a pivotal role managing and communicating key updates during incidents. Your ability to deliver clear and concise information - including senior leadership—is essential to ensuring timely decision-making. You will set the tone for incident status meetings, using clear verbal communication to ensure the team understands critical updates and roadblocks. Equally, your written communication skills should allow you to effectively document incident timelines, resolutions, and key decisions, capturing details in a way that tells a cohesive story for future reference.
- Performing Under Pressure: As an Incident Manager, you set the tone for the whole team. Your ability to remain calm, focused, and solutions-oriented will encourage others to follow suit, ensuring a productive and goal-driven res