• Effective 24/7 Global Recovery Coordination: Lead functional readiness to engage stakeholders, business/functional leaders, external partners, Global Markets, and Technology Command Center.

• Resiliency Leadership with Global Incident Command Center: Oversight and engagement with Technology Commander Center, Cyber Defense Center, and other teams to triage notification, escalation, and recovery roadmap.

• Incident Response Leadership: Provide strong executive presence and confidence across PayPal in actively leading real-time incident management execution in responding to and resolving incidents promptly and effectively. Provide standards and counsel to technical incident management groups (cyber, technology, client incidents) as needed.

• Team Leadership:  Build, mentor, and lead a high-performing global team of incident managers and crisis response professionals while fostering a culture of accountability, resilience, and continuous improvement.

• Lead ongoing resiliency and readiness exercises across PayPal to ensure effective incident management readiness to mitigate impacts. 

• Drive adoption of advanced incident detection, monitoring, and response technologies, including AI-driven analytics and automation while partnering with cybersecurity, IT operations, and business continuity leaders to strengthen resilience and recovery capabilities. 

• Continuously evolve the global incident management framework to anticipate emerging threats and industry best practices.

• Develop strong processes and effective contingency management plans across response types by crisis event with communication protocols that are tested regularly and effectively. 

• Ensure communication protocols allow for primary, secondary and tertiary exchanges of critical information in times of crisis with appropriate delegations of authority to the crisis management team and secondary/tertiary leaders when primary executives are unavailable. 

• Client Support & Enablement: Maintain a "client first" mentality, prioritizing resiliency, reliability and stability of core PayPal business and technology services to ensure resiliency across our global network.

• Process Development: Develop, implement, and continuously improve incident management processes, policies, and procedures. 

• Stakeholder Communication: Serve as the primary point of contact for incident communication, ensuring timely and accurate updates to stakeholders, including senior leadership and external counterparts (prudential regulators, clients, etc.) 

• Responsible for building business unit, operational, and enabling processes by ensuring transparency, consistent Business Impact Assessment severity/impact assessment, rapid resource engagement, appropriate escalation, and timely communication during outages.

• Training and Awareness: Develop and deliver training programs to enhance incident management capabilities across the organization. 

• Metrics and Reporting: Establish key performance indicators (KPIs) and generate regular reports to track incident management performance and identify areas for improvement. 

• Strong regulatory awareness of evolving operational resiliency mandates and insight on critical processes Recovery Time Objectives to ensure ongoing compliance.

• Ensure post-incident remediation activities are completed in a timely and complete manner – including integration with Issue Management and Business Controls.   

Qualifications 

• 15+ years of global risk management, financial services, and data science with relevant experience in a large-scale, heavily matrixed, high-growth financial services/bank entity.

• 15+ years of experience in incident management or a related field, with at least 7 years of that experience serving in senior leadership roles. 

• Demonstrated leadership and effective communication with Board of Directors of financial institutions, including navigating risk assessment and operational resiliency. 

• Strong technical knowledge of IT infrastructure, cybersecurity, and enterprise operations.

• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization. 

• Expertise in crisis communication, regulatory engagement, and executive stakeholder management. 

• Strong background in financial services with a deep understanding of regulatory and operational resilience requirements.

• Proven track record of managing large-scale, complex incidents in a global, high-pressure environment. 

• Demonstrated learning agility and passion for taking on new challenges and executing with high velocity. 

• Global/domestic travel (~10%).

• Prefer: Master’s degree in Business, Risk, Cybersecurity, or related field preferred. 

• Prefer: Relevant certifications (e.g., CISSP, CISM, CISA, CBCP, PMP). 

• Prefer: Extensive and credible experience in regulated entities (i.e.: CSSF/Commission de Surveillance du Secteur Financier, FCA/Financial Conduct Authority, MAS/Monetary Authority of Singapore, OCC/Office of Comptroller of Currency, U.S. Federal Reserve, and/or FDIC supervised entities).

• Prefer: Demonstrated experience in crisis management with cyber response and / or former military combat leadership.