Amazon

DESCRIPTION

Join Amazon's APAC Payment Business Operations team as a Senior Program Manager in India. You'll drive operational excellence for our next-generation online payment systems, managing business health for Payments and Gift Cards across APAC. Your role will be crucial in resolving operational issues that impact customer experience and payment performance. You'll collaborate with global teams, manage third-party partnerships, and lead initiatives to enhance our payment offerings.

Key job responsibilities

• Lead partner assessments, contract negotiations, and launch readiness for new payment projects
• Drive improvements to address customer pain points within the Payments organization
• Manage operational relationships with third-party partners and internal stakeholders
• Identify operational gaps and set requirements for new projects
• Oversee medium to large-sized business operations projects
• Train analysts on internal escalation responses and customer service resolution
• Collaborate with business and technical teams to support new payment products
• Work with technology teams to improve payment processing performance
• Define and analyze metrics to assess performance and trends

A day in the life

As a Senior Program Manager, you'll start your day by reviewing key performance indicators for APAC payment systems. You might then lead a cross-functional meeting to address a customer experience issue, followed by a strategic planning session for an upcoming product launch. In the afternoon, you could find yourself analyzing data to identify improvement opportunities or mentoring team members on best practices in payment operations.

About the team

The APAC Payment Business Operations team is the central hub for payment customer experience and performance issues. We collaborate with diverse internal stakeholders, including Customer Service, Retail Operations, Finance, and Compliance, as well as external partners and banks. Our team is passionate about driving operational efficiencies and delivering exceptional payment experiences for Amazon customers across APAC.

BASIC QUALIFICATIONS

• Bachelor's Degree or equivalent
• 7+ years of experience working cross-functionally with tech and non-tech teams
• 7+ years of program or project management experience
• 7+ years of experience delivering cross-functional projects
• Experience defining program requirements and using data-driven metrics for improvements
• Strong business and data analytical skills with excellent problem-solving abilities
• Experience managing external relationships
• Proficiency in data analysis and communication skills

PREFERRED QUALIFICATIONS

• Master's Degree
• Knowledge of the payments industry or financial services
• Experience in eCommerce, technology, or customer service operations
• Proficiency in SQL and metrics development
• Experience managing projects in an international business environment
• Demonstrated ability to work effectively in fast-paced, ambiguous environments
• Strong stakeholder management and influence skills

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.