Senior Manager, Operational Excellence & AI Operations

PayPal is hiring a Senior Manager, Operational Excellence & AI Operations in Bangalore.

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. W

Responsibilities

• Run operating standards — Define and own the standards for incident, major incident, problem, change, request, knowledge and CMDB/asset management that every value stream and platform follows. One standard, federated execution.

• Operational accountability — Run the scorecard that grades each value stream and platform on availability, MTTR, MTTD, change success, incident recurrence, corrective-action closure and CMDB data quality. Set targets, RAG bands and named owners. Chair the standing operational review, separate from the portfolio review. Escalate misses and drive remediation to closure.

• Agent visibility across ESET — Maintain one central view of every AI agent run across all value streams and platforms: inventory, owner, purpose, performance, cost, incidents and controls. Set the standard for registering, monitoring and retiring agents. Report the view to ESET leadership.

• AI Ops — Drive AIOps and agent-based workflows across applications and infrastructure: alert triage, runbook automation, incident investigation and post-incident review. Keep a ranked automation pipeline, require safeguards and traceability, and report realized benefit, not activity.

• End-to-end autonomy targets — Partner with the Director, Autonomous Operations, who owns autonomy for end-user support and the service desk. Cover applications and the end-to-end view on top. Set and baseline yearly autonomy targets (human-touch reduction) for L1 and L2, track milestones by service area, ticket pattern and technology, and tie service cost reduction to autonomy actually attained.

• Developer and consultant productivity — Identify the tools that make each role more productive, and work with platform owners to enable them. Track adoption and productivity outcomes by value stream and platform. Make sure every engineer, analyst and consultant is augmented, and that the tools are used well, not just licensed.

• Major incident and problem governance — Coordinate executive-level escalat

Requirements

• 8+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
• Experience leading others

Additional Responsibilities & Preferred Qualifications:

Job Summary This leader owns operational excellence across Enterprise Systems & Employee Technology. That means the standards the estate runs on, one central view of how it performs — including every AI agent we run — and the accountability of each value stream and platform to its operational metrics, autonomy targets, ServiceNow adoption and productivity goals. ESET serves Finance, Sales, People, Legal and Core IT through business-aligned value streams, service streams and shared platforms. Most Level 1 and Level 2 work is delivered by managed-service partners, and a growing share by AI agents. This role makes that model run predictably and transparently, with less human touch each year. The role partners with the Director, Autonomous Operations, who owns end-user support and the service desk. This role covers applications and the end-to-end view on top, and sets the standards both follow. It also drives developer and consultant productivity: it identifies, enables and tracks the tools that augment every engineer, analyst and consultant, and measures whether they are adopted. The role sets the standard, publishes the numbers, and holds leaders and their vendors to their targets. Those leaders own execution. This role owns the standard, the measurement and the escalation. Success looks like one operational standard across the estate, every value stream running ITSM and CMDB in ServiceNow with clean data, one view of every agent in production, autonomy targets met and converted to cost reduction, tools adopted rather than just licensed, and audits passed with evidence the system produces on its own.

Essential Responsibilities

About PayPal

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