Payments Program Manager, Payment Business Operations
Job ID: 2787696 | Amazon Commercial Services (South Africa) (Pty) Ltd - N09
Are you Customer Obsessed, flexible, Smart and Analytical, execution focused and Passionate about E-Commerce? Amazon Payment Services is a leading Payment service provider in the MENA Region with operations spanning across 8 countries and technically integrated with 14 acquirers and 18 issuers, offering online payment service to more than 3000 merchants. The Amazon Payment Services team is building a robust execution and management process for driving the best payment experience on & off Amazon. We understand payments to Customers & Sellers is a key enabler in building trust.
The role requires engaging with various teams in Amazon to understand customer pain points in Payments and build mechanisms and processes to eliminate these pain points. Responsibilities include building robust operational processes, driving continuous improvements through customer anecdotes, managing incidents related to Payments, troubleshooting, and engaging internal and external teams to mitigate customer impact. You will support a wide range of technology platforms across several countries and manage real-time support, communication, escalation, reporting, and root cause analysis of software outage events that impact the Amazon customer experience.
Key Responsibilities:
- Deliver timely, accurate and professional technical support and information to all key stakeholders around the world including both business and technical audiences.
- Responsible for the day-to-day operations & set up mechanisms/processes to monitor payment success rates 24x7 across banks, partners, merchants and improve the same through operational excellence.
- Become SME (subject matter expert) for existing payments technologies as well as new technologies as they emerge.
- Apply technical skills to automate data extraction and metrics calculation to reduce manual intervention.
- Passionate about problem solving, managing relationships, and metric development enabling management to make breakthrough decisions and delight our customers.
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS
- 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 opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas.
Posted: May 17, 2024
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