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Cash Payment Experience Manager

1 month ago

Bengaluru, Karnataka, India Amazon Pay (India) Private Limited Full time
Cash Payment Experience Manager

Company Overview

About Amazon Pay (India) Private Limited
We are seeking a talented and experienced Cash Payment Experience Manager to join our team in Bengaluru, KA, IND. As a Cash Payment Experience Manager, you will play a critical role in shaping the post-order payment experience for customers using cash on delivery.

Estimated Salary: ₹24,75,000 - ₹38,63,125 per annum.

Job Description

The ideal candidate will have 5+ years of working cross-functionally with tech and non-tech teams experience, defining program requirements and using data and metrics to determine improvements. The role requires a strong ability to articulate problems faced by customers, define long-term product/customer experience roadmaps, and work with key stakeholders to develop and execute annual and 3-year-forward plans.

Key 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 cash 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 cash 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.

About the Team

We are open to hiring candidates who can showcase judgment and decision-making skills to balance customer experience with financial impact. The ideal candidate should have excellent written and verbal communication skills, strong change management and influencing skills, and ability to negotiate across all levels and inspire someone to jump off a cliff, if need be.

A Day in the Life

As a Cash Payment Experience Manager, your day will include managing business and technical requirements, ensuring overall coordination, quality, and acting as the primary contact for global stakeholders of your products and goals. You will collaborate with customer service, research, last mile operations, and driver support teams to generate customer insights at scale while building project roadmaps. Your responsibilities will also include creating high-quality documents to articulate your vision and report on initiatives to senior leadership, and influencing feature and priority decisions with tech and platform teams based on overall impact and speed to market.

Benefits

This is an exciting opportunity to join a dynamic team that is passionate about improving the customer experience for cash-based transactions. If you are a results-driven professional with a passion for delivering exceptional customer experiences, we encourage you to apply.