Temporary work opportunities align well with people who are looking for career flexibility and less traditional ways of working, but at the same time are people driven to deliver amazing work in high-profile situations. Magnit Direct Source is a service offered by Magnit Global that provides top talent directly to industry leading clients who have a variety of flexible temporary assignments that unlock opportunities for exciting work. As a temporary contractor, you will be employed by our Direct Source partner, Magnit Global. Please note, this is a role with Magnit Global and you will not be a PayPal employee. This role is not eligible for any benefits under any benefit plan of PayPal, PayPal Affiliates, or their respective successors and assigns.

Location

This will be a hybrid schedule in Omaha, NE. 

About the Role
The Product Operations team supports PayPal’s Consumer Financial Services (CFS) portfolio by delivering a best-in-class servicing experience for customers and frontline teammates across markets and products. The team partners closely with Global Customer Support (GCS), Product, Risk, Legal, Compliance, Incident Management, and external stakeholders to ensure CFS solutions are operationally sound, scalable, compliant, and customer-centric.
 

This role operates at the intersection of customer insights, operational readiness, issue management, content governance, and regulatory engagement, ensuring CFS products perform effectively at scale and in accordance with applicable requirements.

The Quality & Operations Manager serves as a strategic operational partner across PayPal’s CFS portfolio. This role is responsible for translating customer and frontline insights into action, ensuring operational readiness for product launches and enhancements, leading issue and incident consultation, governing servicing content, and supporting audit and regulatory engagements.
 

Responsibilities
Represent the Voice of the Customer & Teammate

• Lead Voice of Customer (VOC) activities, including call listening, calibration sessions, complaint analysis, and CS/Product NPS insights.

• Identify trends, servicing gaps, and friction points across products and markets.

• Partner with Product, Legal, Compliance, and GCS to address process gaps, improve customer experience, and ensure regulatory adherence.

• Support complaint handling and enterprise Service Experience initiatives, including teammate training and enablement.

• Issue & Incident Management Leadership

• Serve as an operational consultant for CFS-related issues and incidents, assessing customer and GCS impacts.

• Partner with Product, Legal, FLOD, and GCS to support remediation planning, communications, and execution.

• Support complaint handling and enterprise Service Experience initiatives, including teammate training and enablement.
   

Issue & Incident Management Leadership

• Serve as an operational consultant for CFS-related issues and incidents, assessing customer and GCS impacts.

• Partner with Product, Legal, FLOD, and GCS to support remediation planning, communications, and execution.

• Review customer communications, evaluate call drivers, and coordinate with Workforce Management as needed.

• Participate in incident forums to influence solutioning and ensure timely internal communications and knowledge updates.

• Act as a primary call center point-of-contact for issue investigation, escalation, and resolution alignment.
   

Operational Readiness & Launch Enablement

• Ensure seamless operational readiness for new products, features, and enhancements.

• Develop and maintain SOPs, Help Center content, Knowledge Center resources, and teammate communications.

• Establish strong feedback loops with Product Managers to embed customer and frontline insights into roadmap and servicing design.
   

Content Governance & Knowledge Management

• Own and maintain non-marketing, non-remediation servicing content across customer- and agent-facing surfaces.

• Conduct ongoing audits and BAU updates of SOPs, Help Center FAQs, and Knowledge Center materials to ensure accuracy, compliance, and scalability.

• Serve as primary point-of-contact for servicing teams (e.g., Collections, Fraud, Disputes) and provide escalation support where needed.
   

Audit, Exam & Risk Management Support

• Act as a CFS point-of-contact for audits, exams, outcome testing, and risk assessments.

• Prepare research, documentation, and summaries for internal and external stakeholders.

• Support remediation planning, communication, execution, and ongoing material updates to ensure audit readiness.

Qualifications

• 5–8+ years in Customer Experience/Operations within financial services or other regulated industries (banking/fintech, cards, lending, payments, insurance).
• 3+ years directly running VOC programs (call listening, calibrations, complaint analysis, NPS/CSAT/CES insights) and converting insights into action with Product/Operations.
• Issue & Incident Management experience: triage, root cause analysis (RCA), customer impact assessment, remediation planning, communications, and post-incident reviews.
• Content & Knowledge Management ownership: building/maintaining SOPs, Help Center, Knowledge base (agent + customer), and governance processes.
• Operational Readiness for product/features: playbooks, cutover plans, training, change management, UAT support, success criteria.
• Audit/Exam Support: preparing artifacts, evidence, and documentation, partnering with FLOD/Compliance/Risk/Legal; experience with outcome testing and remediation documentation.

This is the pay range that Magnit reasonably expects to pay for this position: $22.62/hour - $30.16/hour

Benefits: Medical, Dental, Vision, 401K