Senior Program Manager, Payments, APAC Payment Business Operations

Amazon; London; On-site; GBP 60,000 - 100,000

Job description

Senior Program Manager, Payments, APAC Payment Business Operations

Job summary
Senior Program Manager – APAC Payments

Are you interested in being part of a fast-paced technology company offering the next generation of online payment systems and services? Amazon.com, a Fortune 500 company based in Seattle, Washington, is the global leader in e-commerce and the Payment Services Division is looking for a motivated program manager to join APAC Payment Business Operations team in India. This role is responsible for managing Payments and Gift Cards related business health and resolve operational issues impacting customer experience and payment performance for Amazon APAC.

Amazon Payments owns and maintains the software platform which processes 20+ payment methods/products in APAC. The APAC Payment Business Operations Team supports the larger Payments Division which includes software development, product management and technical operations. The Business Operations team is the first contact for payment customer experience and payment performance issues, receiving escalations from internal stakeholders such as Customer Service, Retail Operations, Finance, Accounting, Legal, Tax, Risk, Security, and Compliance, as well as third party partners and banks relied upon to process payments. Additionally, this team is responsible for driving operational efficiencies and escalation reduction opportunities. This team also assesses third party payment partners and manages the operational relationship with third party payment partners, advocating for customer experience and driving operational improvements.

In addition to managing the programs to support product/project launch, driving and ensuring success of the objectives to improve customer experience, payment processing performance, and operational excellence, this role is required to serve as a hands-on analyst, resolving escalations and managing Payments' partners and internal clients. It is critical that the successful candidate is able to successfully communicate with our global teams in both written and verbal.

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, 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 payments industry or prepaid card industry is preferred.

Key job responsibilities

1. Recommending and driving projects to improve customer pain points within larger Payments organization and services across Amazon
2. Managing operational relationships with third party partners and internal customers
3. Identifying operational gaps in new offerings and setting operational requirements for new projects
4. Managing medium to large sized business operations projects
5. Training analysts tasked with responding to internal escalations within a set service level goal and training CS for resolving customer contacts related to payment issues
6. Interfacing with business and technical stakeholders, gathering requirements and producing data-driven analysis; partnering with internal teams to support new payment products or functionality post launch
7. Working with technology teams to drive payment processing performance improvement
8. Defining metrics for assessing performance and trends

BASIC QUALIFICATIONS

- 7+ years of working cross functionally with tech and non-tech teams experience
- 7+ years of program or project management experience
- 7+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
- Proven relevant work experience of 7+ years in payments or program management
- Experience driving medium to large sized projects
- Experience managing external relationships
- Strong business and data analytical skills with excellent problem-solving abilities
- Aware of the importance of payment information security
- Be team-conscious, responsible, earnest and cautious
- Basic data analysis skills
- Have the ability of communication, coordination, hardworking with carefulness, initiatives, meticulous and patience, and undertaking the pressure
- Be able to think creatively
- Good written and verbal communication skills
- Education Bachelor’s Degree or Equivalent

PREFERRED QUALIFICATIONS

- Master Degree
- Payments industry knowledge
- Experience in financial services, eCommerce, technology, and/or customer service operations
- Metrics development skills-SQL

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