Payments Program Manager, Payment Business Operations MEA

Amazon

Full-time - Mid Level

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The role at Amazon Payment Services focuses on enhancing the payment experience for customers and sellers in the MEA region. It involves managing incidents related to payments, troubleshooting issues, and collaborating with various teams to eliminate customer pain points. The position requires a strong analytical background and the ability to drive operational excellence through continuous improvements and effective communication with stakeholders.

Responsibilities

• Engage with various teams to understand customer pain points in payments and build mechanisms to eliminate them.
• Manage incidents related to payments and troubleshoot issues to mitigate customer impact.
• Drive the Payments Incident Management process for critical escalations and customer communications.
• Support technology platforms across multiple countries and work with engineers to streamline transaction monitoring and anomaly detection.
• Manage real-time support, communication, escalation, reporting, and root cause analysis of software outages affecting customer experience.
• Work with external payment partners to drive continuous improvements on core metrics and escalation issues.
• Deliver timely and professional technical support to stakeholders globally.
• Monitor payment success rates 24x7 and improve them through operational excellence.
• Become a subject matter expert for existing and emerging payment technologies.
• Automate data extraction and metrics calculation to reduce manual intervention.

Requirements

• Bachelor's Degree in an Analytical Field (Economics, Computer Science, Mathematics, Statistics, or Finance).
• 5+ years of program or project management experience.
• 3+ years of program or project management experience.
• 3+ years of working cross-functionally with tech and non-tech teams.
• 3+ years of defining and implementing process improvement initiatives using data and metrics.
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL.
• Experience defining program requirements and using data and metrics to determine improvements.

Nice-to-haves

• 3+ years of driving end-to-end delivery and communicating results to senior leadership.
• 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.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid holidays
• Flexible scheduling
• Professional development opportunities