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 Description Summary:

What you need to know about the role
You will focus on development and implementation of advanced machine learning solutions to enhance customer satisfaction, retention, and overall experience. You will collaborate closely with cross-functional teams to design and deliver scalable ML models that drive actionable insights and enable Customer Success strategies. 

Meet our team
Join PayPal’s Customer Success Data Science team within the Global Analytics Data Science (GADS) organisation, to help build next-gen solutions that meet customer service needs across a variety of channels including Chatbot, Chat, Voice and Self-Service. Our solutions aim to efficiently, effectively, and proactively resolve customer pain points by leveraging AI/ML and bleeding-edge tech, while also equipping our Customer Success Business teams with AI/ML-driven automation, Natural Language Processing models and guided solution workflows. We are seeking a highly skilled and passionate Machine Learning Scientist to join our Customer Success team within the Global Data Sciences organization.

Job Description:

Your way to impact  

In this role at PayPal, you'll directly impact the business by developing machine learning models and algorithms aimed at enhancing customer satisfaction, retention, and overall experience. As part of the Customer Success Data Science team within the Global Analytics Data Science (GADS) organization, your work aligns with PayPal's commitment to leveraging AI/ML-driven automation and Natural Language Processing models to efficiently resolve customer pain points across various channels. Ultimately, your contributions will empower PayPal to deliver personalized, proactive, and effective customer service solutions, ensuring a seamless experience for our users worldwide. 
 
Your day to day  

In your day-to-day role you will  

Design and develop machine learning models and algorithms to enhance customer satisfaction, retention, and overall experience.  

Utilize statistical and machine learning techniques to analyze customer data, identifying patterns and trends, while collaborating with cross-functional teams to translate insights into actionable strategies.  

Stay abreast of emerging ML technologies and methodologies, conducting research and experimentation to drive innovation within the team.  

Collaborate closely with cross-functional teams, including data scientists, engineers, and product managers, to integrate machine learning solutions into products and services. 

 

What do you need to bring

Bachelors/Masters or Ph.D. in Computer Science, Statistics, Mathematics, or a related field  

1-3 years of experience in Machine/Deep learning and Natural language processing  

Proficiency in programming languages like Python, as well as in ML Frameworks such as PyTorch  

Strong understanding of machine learning algorithms and statistical analysis techniques, with hands-on experience in model development and evaluation  

Basic NLP exposure, including familiarity with text preprocessing techniques (e.g., tokenization, stemming) and vectorization & word embedding methods. 

Experience with Large Language Models (LLMs) such as GPT, BERT, T5, and other transformer-based architectures is preferred  

Proven track record of delivering actionable insights and driving business impact through data-driven decision-making  

Proficiency in Data Visualization techniques and practical knowledge in the deployment of NLP models & LLMs models will be nice to haves for the role. 

 

**We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply. 

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

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 benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

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 talentaccommodations@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.