Do you want to help drive innovations in the e-commerce space? Are you passionate about customer experience?
As one of the largest and most trusted e-commerce companies in the world, Amazon processes billions of secure on-line transactions via a number of payment mechanisms, including credit cards, direct debit and local payment methods.
Payments Business Operations manages overall relationships with payment partners, including co-branded credit cards, private label cards, BNPL and Shop with Points programs. The Payments Business Operations team supports the Amazon Payment Products working closely with business and technical teams advocating for the ideal customer experience and driving operational improvements. Locally, Payments Business Operations works closely with internal clients such as Customer Service, Marketing, Finance, Accounting, Risk and Fraud as well as third party partners and banks relied upon to process payments.
The NA Operations Sr. Program Manager will manage relationship with our largest and most-strategic partners advocating for the ideal customer experience, driving operational improvements and improve payments performance.
This role will also partner with internal customers to identify points of friction, build a business case, propose requirements and advocate for customer experience improvement projects. This role is both strategic and hands-on serving as a hands-on analyst, resolving escalations, gathering data and supporting projects. .
This role engages in User Acceptance testing by coordinating across technical, business, accounting, CS teams and external partner to onboard new businesses to Amazon Payment Products to ensure frictionless payment experience post product launch. They work across tech teams at Amazon and external partners to define escalation procedures and ensure operational readiness prior to launch.
The ideal candidate is a motivated self-starter that can work independently in a fast paced, ambiguous environment with limited supervision and has a strong program management background. He or she must be a fast learner, who can quickly absorb the nuances of Amazon's varied payment offerings as well as the behavior of Amazon's internal systems. He or she will be analytical in their decision making, with a demonstrated ability to drive issues to completion. Experience in the banking or payments industry is preferred.
Key job responsibilities
Primary Responsibilities
• Facilitating operational relationships with third party partners and internal customers - holding partners accountable for performance and contractual commitments
• Recommending, grounding (with data and financial justification) and contributing to drive projects to improve customer pain points within the larger Payments organization and with businesses / services across Amazon
• Identifying operational gaps in new offerings and proposing operational requirements for new projects
• Resolving customer impacting issues with technical teams
• Interfacing with business and technical customers, gathering requirements and producing data-driven analysis; partnering with internal teams to support new payment products or functionality post launch
• Developing metrics for assessing operational performance and trends across system scalability and availability.
• You will be expected to dive deep in all areas of the payment product.
• You will be expected to demonstrate significant annual efficiency improvements
