Are you Customer Obsessed, flexible, Smart and Analytical, execution focused and Passionate about E-Commerce? Amazon Payment Services is a leading Payment service provider in the MEA Region (Middle East and Africa) with Operations spanning across 8 countries and technically integrated with 14 acquirers and 18 issuers, offers online payment service to more than 4000 Merchants. Amazon Payment Services team is trying to build a robust execution and management process for driving the best payment experience on & off Amazon. While we are working towards launching innovative ways to pay and with the most friction less manner, we understand payments to Customers & Sellers is a Key enabler in building trust.
This role will own Payments Programs to drive adoption for Payments Products that we offer to the customers by collaborating with internal stakeholders and external partners. This includes end to end Program management, Program Strategy and execution and, driving all the Operational processes with a robust SOP. This role requires to work with various teams within Amazon which includes Customer Service, Seller Support, Finance & Accounting teams and external partners which includes Banks and Payment Processors to Build robust processes & validation mechanisms to ensure there’s no customer impact. You will also track key performance indicators (KPIs), analyze data, and generate insights to drive business decisions. This facilitates data-driven decision-making, optimization of processes, and continuous improvement of the customer experience. You should have Strong Deep dive skills to understand Customer pain points and take process improvement initiatives to eliminate these pain points. Eliminate manual steps through automation to reduce the time taken for system configurations and partner data reconciliations. Analyze and work on trouble ticket from internal teams within defined SLA. Drive Programs to deliver key milestones which has significant Business or Customer impact.
A solid background in Program management, onsite and outdoor marketing and business operations is essential for your success in this position. Must apply the technical skills to automate data extraction and metrics calculation to reduce manual intervention. You should be passionate about problem solving, managing relationships, and metric development enabling management to make breakthrough decisions and delight our customers.
Key job responsibilities
• Support new product, feature launches for new Payments Product by preparing requirements from program and operations and execute the launch milestones to meet the timelines. Effectively oversee the overall operational processes to ensure accuracy, managing partners and addressing customer concerns promptly.
• This Program manager would need to engage with various stakeholders, such as internal teams, external partners, and customers. This will allow for effective stakeholder management, communication, and alignment, leading to smoother program operations.
• Track key performance indicators (KPIs), analyze data, and generate insights related to the IBD Promotions. This facilitates data-driven decision-making, optimization of processes, and continuous improvement of the customer experience.
• Should drive scalability and efficient management of increased program complexity and workload.
• Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams.
• Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
• Program management working together with technical teams to improve payments products and customer experience
• Ability for data gathering and analyzing skill, clear logic to address root cause and suggest solutions to customer problem.
• Influence technical documentation content, perform documentation review, dive deep into system layouts and solutions.
• Should be process oriented with experience of building Strong/sustainable processes.
A day in the life
You'll start your day reviewing program performance metrics and coordinating with banking partners on upcoming promotions. You might join a strategy session with marketing teams to plan campaign visibility, then work with analytics teams to measure program effectiveness. Your afternoon could involve presenting program results to leadership or collaborating with customer support to enhance user experience.
About the team
Our Payment Services team operates at the intersection of technology and financial services, serving over 4,000 merchants across multiple markets. We're a diverse group of professionals focused on creating innovative payment solutions while maintaining the highest standards of security and customer experience.
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- Experience identifying and resolving complex issues
PREFERRED QUALIFICATIONS
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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