Are you passionate about customer experience? Can you help drive partner performance and have a track record of contributing on key initiatives? Are you successful at influencing others to deliver when faced with competing priorities? Would you excel at representing Amazon externally?
Payments Business Operations team manages relationships with 20+ payment partners, including co-branded credit cards, private label cards, shop with points, Installments etc. I NA. The Payments Business Operations team supports the larger payments platform working closely with product management, software development and technical operations. Locally, Payments Business Operations team works closely with internal clients such as Customer Service, Finance, Accounting and Fraud as well as third party partners, processors and banks relied upon to process payments. This team also facilitates the local operational relationship with third party payment partners, advocating for customer experience and applying operational improvements. Additionally, this team is responsible for supporting operational efficiencies and escalation reduction opportunities. Come and experience a company and team who focus on customer first!
The Payments Business Operations Program Manager is responsible for helping drive operational excellence within payments. This role will support US-based external credit card partners to push excellence and a world-class customer experience for mutual customers in NA. 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. You must have strong program management background with proven experience influencing cross—functional teams, manage and deliver on competing priorities, while earning trust from your peers and teams internal and external to Amazon. This role is required to serve as a hands-on analyst, resolving escalations, gathering data and supporting projects. You will be required to operate
The ideal candidate is a motivated self-starter that can work independently in a fast paced, ambiguous environment with limited supervision. He or she must be a fast learner, thrives in a start-up environment, 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. He or she will be required to operate strategically but is not shy of rolling up their sleeves and getting the job done. Experience in the banking or payments industry is preferred.
Key job responsibilities
Manage 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 technology and business 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 performance and trends
• You will be expected to dive deep in all areas of the credit card product.
• You will be expected to demonstrate significant annual efficiency improvements
• Leverage GenAI for creating solutions and tools that accelerate decisioning and increase productivity for your function, business and organization at large.
