Senior Program Manager, Amazon Pay CX
4 days ago
Key job responsibilities
How can you tell if your customers are happy with your product? What drives customer loyalty and happiness? Offers, fast fulfillment, product features or a streamlined UI? This is one of the challenges of the Amazon Pay customer experience team to answer at scale for the millions of customers for a variety of products including EMI, credit card, UPI, bill payments. Our mission is to work customer backwards from the end-to-end payment journey to radically improve overall transaction experience. Our team is equal parts user research, data analytics and customer experience related product or process improvement consultancy.
In this role your day would have a mix of stakeholder interactions, third party vendor meetings and data deep dives and you will manage the following projects:
- Amazon Pay’s Net Promoter score: Overseeing NPS Operations, Data deep dive and reporting across Amazon pay categories
- Social Media: Managing end to end social media listening and escalations across multiple themes, coordinating with third party agency to improve the data accuracy and sentiment scores
- Competitive Insights: Co-ordinate with external party and internal teams to understand the requirements week on week and drive implementation, Operate the competitive insights program and associated close looping and escalation mechanisms with business teams and Create a P0 score card for the same
- Leadership reporting: Leadership reporting across multiple programs on customer insights
We are open to hiring candidates to work out of one of the following locations:
Bengaluru, KA, IND
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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