Program Manager, Payments Business Operations

Amazon • Seattle, WA

2d • Onsite

About The Position

The Payment Business Operations team manages operational relationships with over 20 payment partners in North America, including credit card issuers and processors. The team advocates for customer experience and implements operational improvements. Payments Business Operations collaborates closely with internal stakeholders such as Product, Tech, Design, and Customer Service, as well as third-party partners and banks involved in payment processing. The team is also responsible for supporting operational efficiencies and identifying opportunities to reduce escalations. This role will support a US-based external credit card partner to drive excellence and a world-class customer experience for mutual customers. The role will partner with internal customers to identify points of friction, build business cases, propose requirements, and advocate for customer experience improvement projects. This role requires serving as a hands-on analyst, resolving escalations, gathering data, and supporting projects. The ideal candidate is a motivated self-starter who can work independently in a fast-paced, ambiguous environment with limited supervision. They must be a fast learner, capable of quickly understanding the intricacies of Amazon's diverse payment offerings and internal systems. The candidate will be analytical in their decision-making and demonstrate an ability to drive issues to completion. Experience in the banking or payments industry is preferred.

Requirements

• 4+ years of program or project management experience
• Experience working cross functionally with tech and non-tech teams
• Experience using data and metrics to determine and drive improvements
• Experience implementing repeatable processes and driving automation or standardization
• Speak, write, and read fluently in English

Nice To Haves

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience in complex problem solving, and working in a tight schedule environment
• Experience in the banking or payments industry is preferred

Responsibilities

• Facilitating operational relationships with third party partners and internal customers, holding partners accountable for performance and contractual commitments
• Recommending, grounding (with data and financial justification) and contributing to drive projects to improve customer pain points within the larger Payments organization and with businesses / services across Amazon
• Identifying operational gaps in new offerings and proposing operational requirements for new projects
• Resolving customer impacting issues with technology teams
• Interfacing with business and technical customers, gathering requirements and producing data-driven analysis; partnering with internal teams to support new payment products or functionality post launch
• Developing metrics for assessing performance and trends
• Diving deep in all areas of the credit card product

Benefits

• Sign-on payments
• Restricted stock units (RSUs)
• 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

What This Job Offers

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