Payments Program Manager, Credit Products, NAPP Business Operations

Amazon • Seattle, WA

9d • Onsite

About The Position

The Payments Business Operations team manages relationships with over 20 payment partners, including co-branded credit cards, private label cards, shop with points, and installments in North America. The team supports the larger payments platform by working closely with product management, software development, and technical operations. Internally, the team collaborates with Customer Service, Finance, Accounting, and Fraud departments, as well as external third-party partners, processors, and banks. The team also manages the local operational relationships with third-party payment partners, advocating for customer experience and implementing operational improvements. Additionally, the team is responsible for supporting operational efficiencies and identifying opportunities for escalation reduction. This role is focused on driving operational excellence within payments, supporting US-based external credit card partners to enhance customer experience, and partnering with internal customers to identify friction points, build business cases, propose requirements, and advocate for customer experience improvement projects. The role requires strong program management skills, experience influencing cross-functional teams, managing competing priorities, and building trust. It also involves hands-on analysis, resolving escalations, gathering data, and supporting projects.

Requirements

• 3+ years of program or project management experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Experience using data and metrics to determine and drive improvements
• Experience working cross functionally with tech and non-tech teams
• Knowledge of general AI tools

Nice To Haves

• 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
• Experience in the banking or payments industry is preferred.

Responsibilities

• Manage operational relationships with third-party partners and internal customers, holding partners accountable for performance and contractual commitments.
• Recommend, justify with data and financial analysis, and drive projects to improve customer pain points within the Payments organization and with businesses/services across Amazon.
• Identify operational gaps in new offerings and propose operational requirements for new projects.
• Resolve customer-impacting issues with technology and business teams.
• Interface with business and technical customers, gather requirements, and produce data-driven analysis.
• Partner with internal teams to support new payment products or functionality post-launch.
• Develop metrics for assessing performance and trends.
• Dive deep into all areas of the credit card product.
• Demonstrate significant annual efficiency improvements.
• Leverage GenAI for creating solutions and tools that accelerate decisioning and increase productivity.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed