Sr. Program Manager, Digital Collection

The Credit and Lending team is committed to democratizing credit access in India through innovative financial solutions. As we serve millions of customers across personal loans, Pay Later, and co-branded credit card offerings, we believe in making the entire credit journey, including repayments, seamless and customer-friendly. Our Digital Collections function reimagines the traditional collections approach by leveraging technology and data-driven insights to help customers stay on top of their payments through timely reminders, convenient digital payment options, and personalized engagement. This customer-backward approach not only ensures portfolio health but also strengthens customer relationships and promotes responsible credit behavior. As our Sr. Program Manager for Digital Collections, you will champion the development of innovative digital solutions that make bill payments effortless for customers while maintaining portfolio quality. You will lead strategic initiatives across our credit products, partner with multiple stakeholders, and drive technological advancement to create friction-free payment experiences. This role offers the opportunity to significantly impact our mission of making credit both accessible and manageable for millions of Indians

Key job responsibilities
Design and implement digital-first collection strategies focusing on customer convenience and seamless payment experiences
Lead the development and optimization of digital payment touchpoints, self-service channels, and automated communication workflows
Drive data-driven experimentation to improve customer engagement and payment completion rates
Build and maintain relationships with fintech partners, payment aggregators, and technology vendors
Develop personalized customer segmentation strategies for targeted engagement
Lead cross-functional initiatives with Product, Tech, Analytics, and Operations teams
Monitor and improve key metrics including digital adoption rates, self-cure rates, and customer satisfaction scores

About the team
About the team
Credit and Lending team at Amazon Payments focuses on solving credit and affordability needs of the customers. We focus on building the most rewarding and most affordable payment instruments for customers while ensuring reliable and trusted payment experience.
Credit and Lending business at Amazon Pay serves 1cr+ happy customers through the Amazon Pay Credit card and Amazon Pay Later programs. The Amazon Pay Credit card is the largest co-brand credit card program in India.
- Bachelor's degree in Technology, Business, or related field 8+ years of experience, with at least 3 years in digital products/payments/collections
- Strong understanding of digital payment ecosystems and fintech landscape
- Experience in customer journey mapping and digital user experience optimization
- Proven track record of implementing tech-enabled solutions at scale
- Excellence in data analysis and experimentation
- Strong program management and stakeholder management skills- Master's degree in Business Administration/Technology
- Experience with machine learning applications in collections
- Knowledge of behavioral science and its application in customer engagement
- Experience with agile methodologies and digital product development
- Understanding of regulatory framework in digital lending/collections

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

---