Senior Program Manager, Amazon Pay CX

Who you are

You have a strong background in program management, particularly in customer experience and defect reduction. With at least 5 years of experience, you understand the intricacies of managing cross-functional stakeholders and driving projects to completion. Your analytical skills allow you to dive deep into data, providing insights that inform decision-making and improve customer satisfaction. You are adept at collaborating with external vendors and internal teams to align priorities and resolve dependencies effectively.

You possess excellent communication skills, enabling you to influence stakeholders across various departments, including Payments, Tech, and Product. Your experience in user research and data analytics equips you to tackle challenges related to customer loyalty and happiness. You are passionate about improving the end-to-end payment journey and have a keen interest in understanding customer needs and behaviors.

Desirable

Experience in the payments industry or with financial products is a plus. Familiarity with customer experience improvement methodologies and tools will enhance your ability to drive impactful changes. You are comfortable working in a fast-paced environment and can adapt to changing priorities while maintaining focus on delivering results.

What you'll do

In this role, you will manage and influence cross-functional stakeholders to align priorities and drive execution on key projects. You will own leadership scorecards and reporting, providing accurate and timely visibility into Payments performance and defect trends. Your responsibilities will include driving defect reduction initiatives across the Payments landscape, ensuring that customer experiences are continuously improved.

You will engage in stakeholder management, facilitating discussions and meetings to ensure alignment on project goals and timelines. Your role will involve conducting data deep dives to identify areas for improvement and developing strategies to enhance the overall transaction experience for customers. You will collaborate with external vendors to implement solutions that address customer pain points and drive satisfaction.

Your day-to-day activities will include analyzing customer feedback, identifying trends, and proposing actionable insights to enhance product features and processes. You will work closely with the Amazon Pay customer experience team to understand the challenges faced by customers and develop strategies to address them effectively. Your leadership will be crucial in fostering a culture of continuous improvement and customer-centricity within the team.

What we offer

At Amazon, we value diversity and inclusion, and we encourage you to apply even if your experience doesn't match every requirement. You will have the opportunity to work in a collaborative environment where your contributions directly impact customer experiences. We offer competitive compensation and benefits, along with opportunities for professional growth and development within the company. Join us in our mission to improve the payment journey for millions of customers worldwide.