Pass on the Torch

PayPalCorporate Announcements

Learn how, Carrie Xiao, a 16-year PayPal veteran, is championing a culture of inclusion as a team leader with the Customer Solutions team in China.

Attracted by the potential of digital payments in supporting a burgeoning online shopping industry, Carrie Xiao, then a fresh graduate, was excited to start her career as a Customer Solution Agent at PayPal. More than a decade later, Carrie is seeing how her contributions towards a culture of inclusion and a strong network of allies can contribute to success for all.

Tell us more about yourself – what led to your arrival at PayPal, and what do you do here in the company?

PayPal is actually my first job. Back in 2006, online shopping and digital payments were entirely new and fast-growing industries in China. I was attracted to the company because of the strides it was making in these areas.

I am proud to work for PayPal, a company that has undoubtedly become a leader in the digital payments space. Together with my team, I develop strategies and ensure that they are executed to provide our Chinese consumers and SMB merchants with a seamless customer experience that is also highly efficient. 

How does PayPal champion possibilities for you, and how do you try to champion possibilities for others?

When I was new to the team, I was encouraged by my managers to try different opportunities. They saw the potential in me and even recommended me for a project that helped me develop leadership skills and help me widen my network. 

I also joined an Employee Resource Group, Unity, which aims to empower female employees with a community of likeminded individuals for support. Through Unity’s mentorship program, MOSAIC, I was able to connect with leaders across different functions and countries to seek career development advice.

As I’ve continued to grow with the company and my team, I wanted to be able to give back and support women in the way that I was supported myself. Volunteering as a mentor to other female colleagues is one of the ways I do this. I give them advice on self-development and career planning, but also pass on advice I’ve received from other leaders.

Now that I am in a leadership position, I would like to be a good role model for my team and other colleagues – that means stepping in to help out if needed, and encouraging my team members to explore outside their comfort zones; maybe even give them a little push sometimes!

How can we continue to champion an inclusive environment for all at PayPal?

I think PayPal is doing well and making solid progress in terms of gender equity and cultivating an inclusive environment. From joining employee resource groups to volunteering, if anyone has any passion for any specific area, there are so many ways that they can contribute.

Being able to actively contribute towards PayPal’s culture makes me feel energized. I hope that others will also feel inspired to raise their hand and help build a workplace environment where all feel included.

Building an Inclusive Workforce

Across PayPal’s global workforce, we focus on reinforcing our values to help every one of our employees feel a sense of pride and belonging. From engaging diverse talent through implementing development and retention initiatives, we’re committed to nurturing a culture where everyone belongs, encourages personal growth, treats everyone fairly, and promotes workforce wellness.

Our ability to deliver on our mission of democratizing financial services starts from the inside-out: by building a global team of employees that reflects the communities where we work and live, and the diversity of the customers we serve. To create a diverse, resilient economy demands a diverse, resilient workforce. That is why we chose Inclusion as one of our company’s core values to define who we are and guide everything we do.

For five consecutive years, we’ve achieved 100% global gender pay equity and we remain committed to advancing equity at every level.


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