Program Manager Payments Payment Business Operations AMET

Job OverviewAre you Customer Obsessed flexible Smart and Analytical focused and Passionate about ECommerce? 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, offering online payment service to more than 4000 Merchants. Amazon Payment Services team is trying to build a robust management process for driving the best payment experience on & off Amazon. While we are working towards launching innovative ways to pay with the most friction less manner, we understand payments to Customers & Sellers is a key enabler in building trust.Role SummaryThis 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 driving all the operational processes with a robust SOP. The role requires working with various teams within Amazon (Customer Service, Seller Support, Finance & Accounting) and external partners (Banks and Payment Processors) to build robust processes & validation mechanisms to ensure there is no customer impact. You will also track key performance indicators (KPIs), analyze data and generate insights to drive business decisions, facilitating 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 tickets from internal teams within defined SLA. Drive programs to deliver key milestones which have 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 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 ResponsibilitiesSupport 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.Track key performance indicators (KPIs), analyze data and generate insights related to the IBD Promotions. This facilitates data-driven decision-making, process optimization 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 with clear logic to address root cause and suggest solutions to customer problems.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 LifeYou’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 and 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 TeamOur Payment Services team operates at the intersection of technology and financial services, serving over 4000 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.Qualifications3 years of program or project management experience3 years of working cross-functionally with tech and nontech teams3 years of defining and implementing process improvement initiatives using data and metricsBachelor's degreeKnowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQLExperience defining program requirements and using data and metrics to determine improvementsExperience identifying and resolving complex issues3 years of driving end-to-end delivery and communicating results to senior leadership3 years of driving process