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PayPal’s Strategic Leadership Change For Focus on Customer-Centricity and Growth

In a strategic move aimed at reinforcing its commitment to customer service as well as sustainable growth, PayPal announces significant leadership changes, coinciding with a broader reorganisation within the company. These changes are part of PayPal’s preparations for its next phase of expansion and its ongoing efforts to meet customer needs effectively.

To streamline its focus and enhance customer-centricity, PayPal is organising its teams into three distinct business units: Consumer, Small Business, and Large Enterprise. This strategic alignment aims to bolster the company’s ability to respond to the unique needs of each customer segment effectively.

As part of the reorganisation, Isabel Cruz takes on the role of chief people officer, responsible for attracting, retaining and nurturing talent within PayPal. Her purview extends to overseeing the company’s global real estate strategy.

Cruz’ previous role was SVP and people leader for Walmart‘s global technology, services and corporate teams, where she led talent strategies and people initiatives for a global workforce of over 30,000 associates.

Michelle Gill assumes the role of EVP, general manager of the small business and financial services group, tasked with consolidating PayPal’s suite of products and services for small business owners into a cohesive and unified offering. Her background includes serving as SVP, QuickBooks Money Platform at Intuit and leading transformative initiatives in her previous roles.

Meanwhile, Diego Scotti joins as EVP, general manager of the consumer group and global marketing and communications organisation. His role encompasses aligning PayPal’s consumer products and services to provide a seamless customer experience as well as value proposition. Scotti brings marketing expertise from his previous role as EVP and chief marketing officer at Verizon.

As part of the leadership change, Frank Keller, a PayPal veteran, is also appointed SVP, general manager of PayPal’s large enterprise and merchant platform group. This move reflects PayPal’s commitment to driving growth and innovation within its enterprise and merchant segments. Bimal Patel, the current SVP, General Counsel, will also join the company’s senior leadership team.


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