Program Manager, Payments Business Operations

Payment Business Operations Analyst

Payment Business Operations team manages operational relationships with 20+ payment partners in NA, including credit card issuers and processors, advocating for customer experience and applying operational improvements. Payments Business Operations works closely with internal stakeholders such as Product, Tech, Design and Customer Service, as well as third party partners and banks relied upon to process payments. Additionally this team is responsible for supporting operational efficiencies and escalation reduction opportunities. Come and experience a company and team who focus on customer first! This role will support US-based external credit card partner to push excellence and a world-class customer experience for mutual customers. This role will also partner with internal customers to identify points of friction, build a business case, propose requirements and advocate for customer experience improvement projects. This role is required to serve as a hands-on analyst, resolving escalations, gathering data and supporting projects. The ideal candidate is a motivated self-starter that can work independently in a fast paced, ambiguous environment with limited supervision. He or she must be a fast learner, who can quickly absorb the nuances of Amazon's varied payment offerings as well as the behavior of Amazon's internal systems. He or she will be analytical in their decision making, with a demonstrated ability to drive issues to completion. Experience in the banking or payments industry is preferred.

Key job responsibilities:

• Facilitating operational relationships with third party partners and internal customers ---holding partners accountable for performance and contractual commitments
• Recommending, grounding (with data and financial justification) and contributing to drive projects to improve customer pain points within the larger Payments organization and with businesses / services across Amazon
• Identifying operational gaps in new offerings and proposing operational requirements for new projects
• Resolving customer impacting issues with technology teams
• Interfacing with business and technical customers, gathering requirements and producing data-driven analysis; partnering with internal teams to support new payment products or functionality post launch
• Developing metrics for assessing performance and trends