Job Summary
* Drive innovative payment solutions across Africa, Middle East, and Turkey.
* Collaborate with internal teams and banking partners to enhance customer experience through frictionless payment methods.
About the Role
This role offers the opportunity to shape the future of digital payments while ensuring reliable transactions for millions of customers and sellers across five countries.
The Payments Program Manager will engage with various teams in Amazon to understand customer pain points in Payments and build mechanisms and processes to eliminate these pain points.
Manage real-time support, communication, escalation, reporting, and root cause analysis of software outage events that impact the Amazon customer experience.
Work closely with Incident Management team who handles escalations from various teams through tickets and guide them as Payments Subject Matter Expert, build SOPs, processes, automations to reduce incoming tickets.
Become SME (subject matter expert) for existing payments technologies as well as new technologies as they emerge.
Responsibilities
1. Drive the resolution of large scale customer impacting incidents as part of a team rotation.
2. Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams.
3. Lead projects and virtual teams to drive operational improvements.
4. Program management working together with technical teams to improve payments products and customer experience.
Requirements
* A Bachelor's Degree at a well-regarded Institution in an Analytical Field (Economics, Computer Science, Mathematics, Statistics or Finance).
* 3+ years of program or project management experience.
* Ability for data gathering and analyzing skill, clear logic to address root cause and suggest solutions to customer problem.
* 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.
* Should have Incident Management Experience.
* Must derive metrics from data and track these metrics.
* Excellent written, oral communication and presentation skills and the ability to express thoughts logically.