Senior Program Manager, Amazon Pay CX

2 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:
Over the past 20 years, Amazon has reinvented on behalf of the consumer and has become one of the largest internet retailer and marketplace in the world with over $200 billion in revenue globally.
Amazon is now reinventing on behalf of the customer and focused on building the largest and most innovative payments business in the world, and we are recruiting to make this vision a reality within the Amazon Payments Organization in India, to make the customer's payment experience delightful.
As one of the largest e-commerce companies in the world, Amazon Payments processes billions of dollars of payments securely via a number of payment mechanisms, including credit cards, convenience store payment, net-banking, cash on delivery and electronic gift certificates.
Transactions are processed on behalf of thousands of merchants, including Amazon.in. Amazon Pay's vision is to be the most trusted, reliable, frictionless and ubiquitous payments system, preferred by millions of customers and merchants to pay in a wide range of needs. As part of this, we are committed to delivering an exceptional customer payment experience and contribute towards making India a cashless economy.
The role will be responsible for one of the flagship payments goal around delivering customer experience at a high quality and low cost structure by leveraging product solutions.
1. Partner with Business, Product, Customer Service and Finance teams to drive down cost of service for Amazon Pay, by establishing impact of service delay, service quality, upstream product metrics movement, self-service coverage etc. on increased contacts and escalations.
2. Lead the customer trustbuster program to identify crucial customer experience gaps through data analytics and contact mining, be the single point of contact on providing leadership updates on the status of open trustbuster, blockers and path to green.
3. Work with business/products to define, plan and prioritize the projects that need to be implemented to reduce customer experience gaps and monitor the execution of projects to ensure overall integrity of the program.
BASIC QUALIFICATIONS:
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS:
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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