Senior Program Manager, NA Payment Products - Payment Business Operations

Amazon • Seattle, WA

17h

About The Position

As one of the largest e-commerce companies in the world, Amazon processes billions of secure on-line transactions via a number of payment mechanisms, including credit cards, direct debit and local payment methods. Amazon is known across the globe as the most trusted company on the Internet. We are committed to delivering an exceptional customer experience. The Senior Program Manager for Amazon’s North America Payment Products (NAPP) Third party (3P) products is a single-threaded leader for driving bar-raising customer experience (CX) and operational excellence (OE), leading cross-cutting initiatives with internal stakeholders as well as third party banks relied upon to process payments. As an innovation leader, they drive partner-facing improvements while safeguarding technical stability and availability of the payment product. In addition to managing external partners, this role is required to serve as a hands-on analysis, resolving escalations, identifying and drive large scale initiatives to improve customers' payments experience within third party payment (3P) space. In NAPP, we often rely on our payment partners and internal teams to drive CX improvement projects. Working backwards from customer needs, they will drive the Voice of Customer mechanisms to influence product roadmap and scale the improvements to WW Payment teams. This role owns and identify customer pain points surfacing through contacts, transactions, and reviews, stitching data and anecdotes to directly connect customer’s biggest needs and engages with various stakeholders within Amazon such as Customer support, Engineering, Product, business leaders as well as external payment partners to define CX improvement roadmap. They leverage cross-functional expertise, develop metrics/stand up dashboards and champion mechanisms that serve as single source of truth for identifying recurring operational issues. The Senior PM has the ability to evangelize and drive adoption of GenAI solutions across diverse workstream within operations. They drive scalable Operational Excellence initiatives by implementing GenAI-powered automation for recurring operational tasks and workflows. The right candidate for this role is someone who has a strong program management background, is expert working with large, complex data sets, and has the ability to cultivate relationships and earn trust with teams both inside and outside of Amazon. You must be able to thrive in a start-up environment and be willing to not only operate strategically, but roll up your sleeves and help get the job done. You 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. You must be able to influence Business leaders including Directors and VP to drive data driven customer experience strategy. You must be able to manage a process path in a critical business area throughout the lifecycle of a complex cross-functional program, working backwards from customers to independently identify and own end-to-end initiatives to drive customer experience. Program management and communication skills are critical. You lead by example with your PM skills, mitigate project risks, make tradeoffs, and balance business needs versus execution constraints.

Requirements

• Bachelor's degree
• 5+ years of program or project management experience
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• 4+ years of data visualization and reports tools experience
• Experience using data and metrics to determine and drive improvements
• Experience implementing repeatable processes and driving automation or standardization
• 5+ years of Business strategy or Non-Tech Program Management experience
• Understanding of GenAI capabilities, limitations, and best practices for enterprise applications. Demonstrated ability to identify and implement GenAI use cases for process automation and operational improvements

Nice To Haves

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• 5+ years of creating process improvements with automation and analysis experience
• Experience building and growing relationships with internal and external partners
• Understanding technical nuances and Payment experience is a plus !

Responsibilities

• Manage operational relationships with third party partnerships and internal customer to drive measurable business and customer improvements.
• Drive large scale initiatives to improve customers' payments experience within 3P and NAPP org.
• Define SLAs and processes to track key partner management metrics such as incidents and customer impacting issues.
• Create GenAI-enabled self-service tools to reduce manual intervention and improve efficiency.
• Identify operational gaps in new offerings and set operational requirements for new projects.
• Identify key business relationships and build a partnership for understanding challenges and opportunities.
• Support and drive customer experience and operations for new product launches.
• You will be expected to dive deep in all areas of customer transaction data. This role is both strategic and hands-on.
• Ability to effectively collaborate with cross-functional, cross-organization teams to assemble project plans, secure commitments on deliverables, and resolve blocking issues. You actively mentors and develops other program managers within the team.

Benefits

• Amazon also offers comprehensive benefits including 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, and parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level