Sr.Program Mgr-Pay on Delivery
2 weeks ago
Note : For more details on rekindle program, pls visit -
We are the cash people
Cash / Pay on delivery is the largest instrument of choice by customers on Amazon.in (and in other similar emerging markets where we are expanding) – this despite the rapid advances in digital payments technology space. Customers continue to prefer Pay on Delivery (POD), not only because they want to pay by cash (indeed half of our COD customers pay digitally at doorstep) – but because it solves many other needs for them – Building trust in the Amazon marketplace, peace of mind to only pay when the item is delivered, and not block money until then, ordering for friends and family who are not digitally savvy etc.
On the other hand, POD also has its down-sides: it leads to low-intent purchases, casual rejects and abuse from some customers, which impacts the sustainability of the instrument. Hence there is a need to continuously shape the POD offering, to make it available for the good customers, while reducing its access to the not-so-good customers, and make it an overall more sustainable business lever for Amazon. We work on improving Customer experience and sustainability for POD – across onsite availability and experience, post-order payment experience, doorstep experience, refund experience and managing overall instrument P&L.
This person taking up this role will own the complete Post-order experience for Pay on Delivery – product, program, go-to-market, financials, customer escalations and compliance. Post order experience includes how customers can pay for the order while the item is in transit and at doorstep (cash/ digital options, pay-in-transit), delivery associate experience (reducing cash collection through improving digital payment adoption), working with Last Mile Operations teams to drive adoption, working with Finance team to track and optimize the costs of money collection. The role will be also be the primary interface for both global and cross-functional, cross-departmental teams in the area of Post-order experience, and work closely on industry-first, industry defining initiatives to identify to make Pay on Delivery the most preferred instrument for both existing and new to Amazon customers.
Key job responsibilities
•Establish deep connections with customers and clearly articulate problems faced by our customers
•Define the long-term product / customer experience roadmap and what it would take to build a best-in-class experience for Pay on Delivery
•Work with key stakeholders – Technology, Last Mile Delivery Operations, Finance, Delivery Experience, Finance and Accounting, Fraud Management and external vendors to develop and execute annual and 3-year-Forward plans
•Own all key business, product, operations and financial metrics related to the Post-order payments experience on Pay on Delivery; develop, adopt and track new metrics if required to advance the overall area
•Work with Last Mile operations team to roll-out, track and improve on new product interventions on post-order payments through the Delivery network
•Benchmark Amazon experience with competition and industry within IN and WW and propose new interventions in POD post-order space.
•Leverage learnings from WW Amazon locations, and find ways to build for products and tech built to be extended to these geographies.
A day in the life
• Manage business and technical requirements, ensuring overall coordination, quality, and acting as the primary contact for global stakeholders of your products and goals.
• Collaborate with customer service, research, last mile operations and Driver support teams to generate customer insights at scale, while building project roadmaps
• Create high-quality documents (narratives & PR FAQs) to articulate your vision and report on initiatives to senior leadership.
• Influence feature and priority decisions with tech and platform teams based on overall impact and speed to market.
About the team
We will be honest – POD is a challenging area to work on. It has high level of ambiguity, the problem and solution space are both complex, and require patience, resilience and innovative ideas to iterate and figure out what works. It is like choosing to live in the mountains. To meditate. Or run a marathon. Tough, yet rewarding. And something that you need to choose as your “hard”, willingly, and play the long game.
You will be joining a team of such passionate believers – who have chosen to work in this area with a mission to improve the experience for the India that wants to shop on e-commerce using cash, and for those who are yet to trust us to move to a prepaid mode of payment.
Here is our team philosophy, so you know who you will be working with (every bit as important as what you will be working on)
We are open to hiring candidates to work out of one of the following locations:
Bengaluru, KA, IND
BASIC QUALIFICATIONS
- 5+ years of working cross functionally with tech and non-tech teams experience
- Experience defining program requirements and using data and metrics to determine improvements
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- MBA from a Tier I / II school with 8-12 years of experience, Bachelor’s degree in Computer Science, Mathematics, Statistics, Finance or related technical field.
- A person with excellent written and verbal communication skills. Strong change management and influencing skills; ability to negotiate and across all levels and inspire someone to jump off a cliff, if need be.
- Experience in Go-to-Market (GTM) to launch and grow a new product, both through online and offline interventions
- A person who can showcase judgment and decision-making skills to balance customer experience with financial impact.
PREFERRED QUALIFICATIONS
- Proficiency in SQL, ability to mine data for insights
- 2+ years of field experience in the area any of the industries worked in. Additional experience in multiple areas like as
- Logistics/ Operations facing products designed for on-ground / offline usage would be a plus.
- Experience in influencing senior leadership through data driven insights
- - Knowledge of key customer experience metrics and methodology (e.g., NPS)
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