The Opportunity
PayPal faced significant inefficiencies and high operational costs due to manual tenant setup and bug triaging for large enterprise customer accounts. The prior internal tool required PayPal employees to perform much of this work, costing the company millions annually. The new self-service tool addresses these challenges by enabling employees to independently manage and update key aspects of tenant accounts, including reports, payment capabilities, financial accounts, risk management, and user permissions. By improving the UX of this internal tool, the goal is to reduce operational overhead, enhance employee efficiency, and better support enterprise customer needs at scale.