Payments Program Manager, Payment Business Operations MEA

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, flexible, Smart and Analytical, execution focused and Passionate about E-Commerce? Amazon Payment Services is a leading Payment service provider in the MEA Region (Middle East and Africa) with Operations spanning across 8 countries and technically integrated with 14 acquirers and 18 issuers, offers online payment service to more than 3000 Merchants. Amazon Payment Services team is trying to build a robust execution and management process for driving the best payment experience on & off Amazon. While we are working towards launching innovative ways to pay and with the most friction less manner, 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. Build robust operational processes and drive continuous improvements through customer anecdotes. Manage incidents related to Payments, trouble shoot, engage internal and external teams to mitigate customer impact and fix problems. Supports a wide range of technology platforms across several countries and perform configurations to enable affordable payment options to customers. Manage real-time support, communication, escalation, reporting, and root cause analysis of software outage events that impact the Amazon customer experience.
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.
A solid background in business operations and a technical background is essential for your success in this position. Must apply the technical skills to automate data extraction and metrics calculation to reduce manual intervention. You should be passionate about problem solving, managing relationships, and metric development enabling management to make breakthrough decisions and delight our customers.
Key job responsibilities
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. Build robust operational processes and drive continuous improvements through customer anecdotes. Manage incidents related to Payments, trouble shoot, engage internal and external teams to mitigate customer impact and fix problems. Supports a wide range of technology platforms across several countries and perform configurations to enable affordable payment options to customers. Manage real-time support, communication, escalation, reporting, and root cause analysis of software outage events that impact the Amazon customer experience.
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.
A solid background in business operations and a technical background is essential for your success in this position. Must apply the technical skills to automate data extraction and metrics calculation to reduce manual intervention. You should be passionate about problem solving, managing relationships.
Basic Qualifications
•A Bachelor's Degree at a well-regarded Institution in an Analytical Field (Economics, Computer Science, Mathematics, Statistics or Finance)
•Ability for data gathering and analyzing skill, clear logic to address root cause and suggest solutions to customer problem.
•Should be process oriented with experience of building Strong/sustainable processes.
•Should have Incident Management Experience.
•Must derive metrics from data and track these metrics.
•Excellent written, oral communication and presentation skills and the ability to express thoughts logically. Demonstrated active listening skills, highly consultative and solutions-oriented.
•Deep understanding of and passion for e-commerce desired.
•3 to 4 years of work experience analyzing data with strong statistical and Quantitative Modeling.
•Demonstrate Intense Customer/Seller Focus and Highest level of Integrity, Intellectual Honesty and Strong Work Ethic.
•Be Sharp, Analytical and thoughtful.
•High Attention to Detail and proven ability to manage multiple Competing priorities Simultaneously.
•Should be able to work in flexible shifts.
BASIC QUALIFICATIONS:
- 2+ years of program or project management experience
- Bachelor's degree or equivalent
- •A Bachelor's Degree at a well-regarded Institution in an Analytical Field (Economics, Computer Science, Mathematics, Statistics or Finance)
- •Ability for data gathering and analyzing skill, clear logic to address root cause and suggest solutions to customer problem.
- •Should be process oriented with experience of building Strong/sustainable processes.
- •Should have Incident Management Experience.
- •Must derive metrics from data and track these metrics.
- •Excellent written, oral communication and presentation skills and the ability to express thoughts logically. Demonstrated active listening skills, highly consultative and solutions-oriented.
- •Deep understanding of and passion for e-commerce desired.
- •3 to 4 years of work experience analyzing data with strong statistical and Quantitative Modeling.
- •Demonstrate Intense Customer/Seller Focus and Highest level of Integrity, Intellectual Honesty and Strong Work Ethic.
- •Be Sharp, Analytical and thoughtful.
- •High Attention to Detail and proven ability to manage multiple Competing priorities Simultaneously.
- •Should be able to work in flexible shifts.
PREFERRED QUALIFICATIONS:
- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document
- •Strong knowledge of SQL, Microsoft Excel and VBA Macros
- •Experience gathering and analyzing large amounts of data and delivering business improvements.
- •Experience in automating processes by using various tools like python, VBA etc.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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