Have you ever thought about what it takes to detect and prevent fraudulent activity among hundreds of millions of eCommerce transactions across the globe? What would you do to increase trust in an online marketplace where millions of buyers and sellers transact? What kinds of processes and systems would you build to maximize customer satisfaction?
If this sounds interesting, then you may be a great fit for the Payment Risk, Product and Program Management team. We are seeking a Program Manager who is passionate about process and systemic improvement initiatives in the Payments risk space to reduce defects and improve experience for our highly distressed customers. The PM will be responsible to build out mechanisms and processes to help improve CX and integrate the techniques into Payment Risk business unit. The PM will leverage Customer data via Executive Escalations to help us understand and respond to key challenges and successes of our programs.
Roles and Responsibilities:
Project Management:
1. Gather requirements, document functional specifications, identify stakeholders and process partners, identify defects and gaps, contribute cross-functional solutions, assess and manage risks, measure and report on progress, anticipate and resolve bottlenecks and make tradeoffs.
2. Conduct customer research, identify gaps in product/experience offering, and design solutions that address unmet customer needs
Reporting:
1. Deliver progress of multiple projects providing regular updates to senior leadership.
2. Monitor and report risks with actionable insights; anticipate and resolve roadblocks.
Results & Accountability:
1. Challenge assumptions of why a process or service failed; ask questions to get to the root of the problem.
2. Strong commitment towards goals and outcomes and to ensure completion within established timeframes.
Collaboration and Team Management:
1. Manage partner relations, performance and customer experience, set objectives and success criteria, and drive towards operational excellence.
2. Partners with global process owners, Site leaders, Operation managers in identifying, defining and executing various process improvement projects
- 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- 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
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit
https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
