JOE CORDOVANA
Queen Creek
Summary
Results-driven Operations Excellence professional with over a decade of experience in collections, specializing in regulatory governance, procedural documentation, and complex change management. Expertise in collaborating with Legal and Compliance teams to ensure adherence to regulations while managing a comprehensive global document repository exceeding 750 documents. Demonstrated success in driving end-to-end operational readiness for major initiatives, tool enhancements, and new product launches across diverse PayPal business segments. A commitment to fostering efficiency and compliance within dynamic environments underscores a strong track record of delivering impactful results.
Overview
14
14
years of professional experience
Work History
Operations Excellence Team Leader - Global Collections
PayPal
08.2020 - Current
- Procedural Governance and Compliance: Owned and governed a global repository of over 750 collections documents, ensuring all work instructions, processes, and policies were aligned with overarching policy and regulatory requirements (including FDCPA, Reg F, and state licensing)
- Served as the primary liaison with Legal & Compliance, and First Line of Defense (FLOD) partners to secure necessary reviews and approvals for all Collections policy and procedure changes
- Implemented process improvements that streamlined workflows, reducing bottlenecks in project execution
- Coordinated with stakeholders to align project objectives with organizational goals, ensuring strategic alignment
- Conducted remediation reviews by tracing the root causes of incidents, gathering impacted account populations, designing and testing corrective solutions with PD/Strategy, and managing L&C approvals and final implementation.
- Change Management & Operational Readiness: Spearheaded operational readiness for major system and strategy changes by translating technical requirements into actionable processes for Operations and Training partners
- Managed the implementation of critical tool enhancements (e.g., SCAN Migration, Admin Deprecation, PDA, PET Deprecation), including mapping requirements, coordinating UAT testing, and ensuring seamless operationalization with Product Development and Engineering.
- Developed and disseminated consistent, reliable internal Operations communications (Huddle docs, Process Change Communications) across all supported products, including Pay in 4, Pay Monthly, Venmo, PPNB, Xoom, and PPWC.
- Project Management & Digital Communications: Functioned as a key Project Manager for cross-functional initiatives (e.g., new strategies, debt sales, product launches), identifying risks, cataloging priorities, and facilitating governance approvals, often involving Bank Partners (WebBank)
- Managed the end-to-end creation, writing, and editing of all customer-facing digital communications (email, SMS, push notification, IVR scripting/verbiage/flows), ensuring regulatory compliance and L&C approval prior to implementation
Senior Team Leader - Global Collections
PayPal
05.2014 - 08.2020
- Directed PayPal Working Capital collections operations after the Hunt Valley site closure, leading to superior 2019 performance and exceeding the 2020 business goal ($83.5M enrolled EOY) for recoveries tied to new programs (Hardship Programs, Payment Holidays, Term Out)
- Promoted progressively through the Collections organization (Agent, Senior Agent, Team Leader), gaining deep segment knowledge across PPNB, PPWC, PPC, and Australia
- Led team in executing strategic initiatives to enhance operational efficiency
- Mentored junior leaders, fostering skill development and team cohesion
- Analyzed performance metrics to identify areas for process improvement
- Implemented training programs that increased staff productivity and engagement
- Collaborated with cross-functional teams (e.g. Strategy, Workforce Management, Business Intelligence) to drive operational success and procedural innovation
Professional Barber, Self-Employed
06.2013 - 04.2014
- Managed closing operations and maintained a detailed electronic database of clientele
- Delivered professional service and created superior customer experiences
Lead Ramp Manager
Worldwide Flight Services
07.2011 - 08.2012
- Led teams and served as safety coordinator, managing safety reports & analysis
Education
Business Management and Technology
Arizona State University
Tempe, AZ05.2011
Skills
- Project Tools: Atlassian/Confluence, SharePoint, Zendesk, Salesforce, UAT Testing, Requirements Mapping
- Proficient in Microstrategy and BI tools (PIE, Teradata, Tableau, Qlikview)
- Compliance/Documentation: Policy & Procedure Writing, Regulatory Alignment, Document Control
- Procedural governance & Compliance Management
- Process improvement, Change management & Operational readiness
- Project Management & Stakeholder coordination
- Microsoft Office Suite (10 years)
Timeline
Operations Excellence Team Leader - Global Collections
PayPal
08.2020 - Current
Senior Team Leader - Global Collections
PayPal
05.2014 - 08.2020
Professional Barber, Self-Employed
06.2013 - 04.2014
Lead Ramp Manager
Worldwide Flight Services
07.2011 - 08.2012
Business Management and Technology
Arizona State University