Program Manager, Customer Experience

1 month ago

Bengaluru, India myGwork Full time
This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
DESCRIPTION:
Amazon Pay's vision is to simplify lives and fulfill aspirations by making payments trusted, convenient and rewarding. Payments and financial services is a fast-paced and dynamic landscape with evolving customer needs, technologies and regulations. Amazon Pay caters to diverse customer preferences across cash habituated, new-to-credit, digital-native, and credit-starved customers through innovative products such as buy now pay later, cash deposit at doorstep, pay with Alexa, co-branded credit card, gift cards, UPI, auto-insurance and Smart Stores. Customers use Amazon Pay to pay for virtually anything including shopping, bills, money transfers, scan & pay, ticketing, cabs, food delivery and more. Thus, we seek to serve customers' payments, credit, investment and insurance needs on and off Amazon.
JOB DESCRIPTION
Amazon Payments Customer experience team works relentlessly to support new business launches by setting up customers payment journey, define SOP for handling customer escalations and automating the manual efforts thereby improving scale and reliability. Cx Experience team is looking for an experienced Manager, who can work independently in a fast paced, ambiguous environment and will champion the customer experience across all Payment categories. The leader will thrive in a challenging workplace, manage ambiguity and complexity and support multiple simultaneous business needs while meeting ongoing and time-constraint compliance requirements.
Key job responsibilities
Eliminate defects at source for the Amazon Pay Team. Make customers' payment journey fast, friction free, trusted & convenient at scale
A day in the life
1. Program Management - Defect reduction and process improvement program, Empowering CS associates with tools to provide First Contact Resolution, Escalation TAT reduction, Automation of manual process by partnering with Smart Automation tech team, Working on CS inefficacies with partner teams
2. Lead the customer trustbuster program to identify crucial customer experience gaps through data analytics and contact mining.
3. People/Stakeholder Management - Partnering with product/category team to review customer journey during new launches
4. Grievance management- handling RBI reporting and deep dive on customer and merchant grievances for Amazon Pay. Responsible for affecting new policy changes as well.
Key job responsibilities
Eliminate defects at source for the Amazon Pay Team. Make customers' payment journey fast, friction free, trusted & convenient at scale
A day in the life
1. Program Management - Defect reduction and process improvement program, Empowering CS associates with tools to provide First Contact Resolution, Escalation TAT reduction, Automation of manual process by partnering with Smart Automation tech team, Working on CS inefficacies with partner teams
2. Lead the customer trustbuster program to identify crucial customer experience gaps through data analytics and contact mining.
3. People/Stakeholder Management - Partnering with product/category team to review customer journey during new launches by creating SOP's for escalation process and signoff on the SLA agreement. Additionally, managing escalations team (CERT) via operations manager.
About the team
Amazon Pay's vision is to simplify lives and fulfill aspirations by making payments trusted, convenient and rewarding. Payments and financial services is a fast-paced and dynamic landscape with evolving customer needs, technologies and regulations. Amazon Pay caters to diverse customer preferences across cash habituated, new-to-credit, digital-native, and credit-starved customers through innovative products such as buy now pay later, cash deposit at doorstep, pay with Alexa, co-branded credit card, gift cards, UPI, auto-insurance and Smart Stores. Customers use Amazon Pay to pay for virtually anything including shopping, bills, money transfers, scan & pay, ticketing, cabs, food delivery and more. Thus, we seek to serve customers' payments, credit, investment and insurance needs on and off Amazon.
JOB DESCRIPTION
Amazon Payments Customer experience team works relentlessly to support new business launches by setting up customers payment journey, define SOP for handling customer escalations and automating the manual efforts thereby improving scale and reliability. Cx Experience team is looking for an experienced Manager, who can work independently in a fast paced, ambiguous environment and will champion the customer experience across all Payment categories. The leader will thrive in a challenging workplace, manage ambiguity and complexity and support multiple simultaneous business needs while meeting ongoing and time-constraint compliance requirements.
Key job responsibilities
Eliminate defects at source for the Amazon Pay Team. Make customers' payment journey fast, friction free, trusted & convenient at scale
A day in the life
1. Program Management - Defect reduction and process improvement program, Empowering CS associates with tools to provide First Contact Resolution, Escalation TAT reduction, Automation of manual process by partnering with Smart Automation tech team, Working on CS inefficacies with partner teams
2. Lead the customer trustbuster program to identify crucial customer experience gaps through data analytics and contact mining.
3. People/Stakeholder Management - Partnering with product/category team to review customer journey during new launches by creating SOP's for escalation process and signoff on the SLA agreement. Additionally, managing escalations team (CERT) via operations manager.
About the team
Our Team's Vision is to simplify lives by providing best in class experience to our customers and merchants across payment products & services in a cost-efficient manner.
Our Team's Mission is to make customers' payment journey fast, friction-free, trusted and convenient across channels by eliminating defects at source, listening intently to our customers, deriving deep rooted insights and executing against them relentlessly.
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
- 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

  • Program Manager, Customer Experience

    1 month ago

    Bengaluru, India myGwork Full time

    This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.DESCRIPTION:Amazon Pay's vision is to simplify lives and fulfill aspirations by making payments trusted, convenient and rewarding. Payments and financial services is a...

  • Program Manager

    4 weeks ago

    Bengaluru, Karnataka, India myGwork Full time

    Amazon, an inclusive employer and a member of the LGBTQ+ business community myGwork, is looking for a skilled Program Manager to lead its India transportation operations team under the ACES (Amazon Customer Excellence System) program.About the RoleThis position involves overseeing process areas, partnering with tech teams, defining processes, eliminating...

  • Senior Program Manager

    1 month ago

    Bengaluru, India myGwork Full time

    This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.DESCRIPTION:Have you ever thought about what it takes to detect and prevent fraudulent purchases among millions of e-Commerce transactions in different countries? What would you...

  • Senior Program Manager

    3 weeks ago

    Bengaluru, India myGwork Full time

    This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.DESCRIPTION:Have you ever thought about what it takes to detect and prevent fraudulent purchases among millions of e-Commerce transactions in different countries? What would you...

  • Customer Experience Ambassador

    3 days ago

    Bengaluru, Karnataka, India The Experience Co. Full time

    At The Experience Co., we're committed to delivering exceptional travel experiences for our discerning clients. As a Customer Experience Specialist, you'll play a vital role in shaping the post-sales journey for our high-profile clients.Company OverviewWe're a leading experiential travel company that curates unique adventures for forward-thinking individuals...

  • Experience Manager

    4 weeks ago

    Bengaluru, Karnataka, India The Experience Co. Full time

    Job DescriptionAbout The Experience Co.We are a dynamic experiential brand that curates and produces unique travel experiences across 20+ countries, nurturing a community of over 5000+ curated individuals.Schedule a call with our team to learn more about this exciting opportunity.Salary: $65,000 - $85,000 per year, depending on experience. $75,000 average...

  • Program Manager, Customer Experience Transformation Specialist

    1 month ago

    Bengaluru, Karnataka, India myGwork Full time

    Estimated Salary: ₹1500000 - ₹2000000 per annumAbout the RoleWe are seeking a seasoned Program Manager to join our team at myGwork, an inclusive employer and a member of the LGBTQ+ business community. The ideal candidate will have a proven track record in managing cross-functional teams, driving process improvements, and delivering customer-centric...

  • Customer Experience Advocate

    2 weeks ago

    Bengaluru, Karnataka, India The Experience Co. Full time

    About the RoleWe are seeking an experienced Customer Experience Advocate to join our team at The Experience Co. This is a unique opportunity to make a real impact on customer satisfaction and drive business growth.Key ResponsibilitiesTake ownership of the entire customer experience post-sale, ensuring a smooth journey from onboarding to completion.Develop...

  • Program Manager, Customer Experience and Business Trends

    4 weeks ago

    Bengaluru, India myGwork Full time

    This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.DESCRIPTION:Are you Customer obsessed, eager to create opportunities and influence business decisions to improve the customer experience across our different Amazon businesses?...

  • Program Manager for Customer Experience and Payment Innovation

    2 weeks ago

    Bengaluru, Karnataka, India myGwork Full time

    At Amazon, an inclusive employer and a member of the LGBTQ+ business community, we're reinventing payments on behalf of our customers.We're one of the largest e-commerce companies in the world, processing billions of dollars in transactions securely via various payment mechanisms. Our vision is to be the most trusted, reliable, frictionless, and ubiquitous...

  • Program Management Specialist

    4 weeks ago

    Bengaluru, Karnataka, India myGwork Full time

    At 3P Heavy Bulky, we're committed to delivering exceptional customer experiences. To achieve this goal, we're scaling our Operations structure to support Selling Partners in meeting Amazon standards.This Program Manager role will play a crucial part in resolving operational challenges and driving continuous performance improvement as the business grows...

  • Customer Experience Manager

    4 weeks ago

    Bengaluru, India HR Yaar Full time

    Job Title: Customer Experience ManagerLocation: BTM Layout, BangaloreDepartment: Customer Success / Customer ServiceExperience in BFSI Sector is mandatoryCTC: Upto 13 LPAJob Summary:The Customer Experience Manager will be responsible for overseeing the entire customer journey, ensuring that customer interactions with the company are positive, and addressing...

  • Customer Experience and Business Trends Program Manager Lead

    4 weeks ago

    Bengaluru, Karnataka, India myGwork Full time

    Program Manager - Customer Experience and Business TrendsAre you a seasoned program manager with a passion for customer experience and business trends? We are seeking an experienced professional to lead our Customer Journey Insights (CJI) Program in Bangalore.About the RoleThe successful candidate will be responsible for managing multiple end-to-end market...

  • Program Director, Customer Experience Solutions

    4 days ago

    Bengaluru, Karnataka, India myGwork Full time

    About the RoleThe Amazon Vendor Services team is seeking a highly organized and business-focused Program Manager to lead business operations, drive process improvements, and own developing business initiatives. This role requires operating efficiently across teams, driving alignment among stakeholders, and ensuring accountability from contributing teams.Key...

  • Customer Experience Manager

    4 weeks ago

    Bengaluru, India HR Yaar Full time

    Job Title: Customer Experience ManagerLocation: BTM Layout, BangaloreDepartment: Customer Success / Customer ServiceExperience in BFSI Sector is mandatoryCTC: Upto 13 LPAJob Summary:The Customer Experience Manager will be responsible for overseeing the entire customer journey, ensuring that customer interactions with the company are positive, and addressing...

  • Customer Experience Manager

    4 weeks ago

    Bengaluru, India HR Yaar Full time

    Job Title: Customer Experience ManagerLocation: BTM Layout, BangaloreDepartment: Customer Success / Customer ServiceExperience in BFSI Sector is mandatoryCTC: Upto 13 LPAJob Summary:The Customer Experience Manager will be responsible for overseeing the entire customer journey, ensuring that customer interactions with the company are positive, and addressing...

  • Customer Experience Manager

    4 weeks ago

    Bengaluru, India HR Yaar Full time

    Job Title: Customer Experience Manager Location: BTM Layout, Bangalore Department: Customer Success / Customer Service Experience in BFSI Sector is mandatory CTC: Upto 13 LPA Job Summary: The Customer Experience Manager will be responsible for overseeing the entire customer journey, ensuring that customer interactions with the company are positive, and...

  • Operations Excellence Program Manager

    4 weeks ago

    Bengaluru, Karnataka, India myGwork Full time

    At myGwork, an inclusive employer and a member of the largest global platform for the LGBTQ+ business community, we are seeking an experienced Program Manager to join our team. As a Program Manager, you will play a critical role in creating, developing, and driving solutions that lead to a richer end-to-end customer experience, enabling selection expansion...

  • Customer Experience Innovator

    1 month ago

    Bengaluru, Karnataka, India myGwork Full time

    About the OpportunityWe are seeking a seasoned Sr. Technical Program Manager to join our team and help drive customer experience innovation in e-commerce.The ideal candidate will have hands-on project and program management skills, leading large cross-functional projects from definition to launch. As a Technical Program Manager on our team:You will have...

  • Amazon OHL Program Manager

    1 month ago

    Bengaluru, Karnataka, India myGwork Full time

    This role is an exceptional opportunity to leverage your expertise in program management, customer obsession, and continuous improvement to drive key initiatives for Amazon India's Other Hardlines (OHL) Team.About the RoleYou will be responsible for driving customer experience and affordability programs for OHL business, working closely with central program...