Program Manager | Payments, Payment Business Operations AMET

Are you customer obsessed, flexible, smart, analytical, execution-focused, and passionate about e-commerce? Amazon Payment Services is a leading payment service provider in the MEA region, operating across eight countries, integrated with 14 acquirers and 18 issuers, serving over 4,000 merchants. Our team aims to build robust processes to deliver the best payment experience both on and off Amazon, emphasizing trust through innovative and frictionless payment solutions.

This role owns the Payments Programs to drive adoption of our payment products by collaborating with internal stakeholders and external partners. Responsibilities include end-to-end program management, strategy, execution, and operational processes with standardized SOPs. The role involves working with various Amazon teams—Customer Service, Seller Support, Finance, and Accounting—as well as external partners like banks and payment processors to establish reliable processes and validation mechanisms to prevent customer impact. You will track KPIs, analyze data, and generate insights to inform business decisions, fostering data-driven optimization and continuous improvement. Strong deep-dive skills are essential to identify customer pain points and lead process improvements, including automation to reduce manual efforts. You will also handle trouble tickets within SLAs and drive programs to meet key milestones with significant business or customer impact.

A solid background in program management, marketing, and business operations is crucial. Technical skills to automate data extraction and metric calculations are necessary. The ideal candidate is passionate about problem-solving, relationship management, and developing metrics to enable strategic decisions and enhance customer satisfaction.

Key job responsibilities

• Support new product and feature launches by preparing requirements, executing milestones, and managing operational accuracy and partner relationships.
• Engage with internal teams, external partners, and customers for effective stakeholder management and communication.
• Track KPIs, analyze data, and generate insights related to promotions, enabling data-driven decisions and process optimization.
• Manage scalability and complexity of programs efficiently.
• Handle complex customer escalations collaboratively with engineering teams.
• Proficiency in Excel or Tableau for data manipulation, macros, charts, and pivot tables.
• Collaborate with technical teams to improve payment products and customer experience.
• Gather and analyze data to identify root causes and suggest solutions.
• Contribute to technical documentation and review system layouts and solutions.
• Build and sustain strong, process-oriented workflows.

A day in the life

Your day might start with reviewing program metrics and coordinating with banking partners on upcoming promotions. You may attend strategy sessions with marketing, work with analytics to assess program effectiveness, and present results to leadership. Collaboration with customer support to enhance user experience could also be part of your day.

About the team

Our Payment Services team operates at the intersection of technology and finance, serving over 4,000 merchants across multiple markets. We are a diverse group dedicated to creating innovative payment solutions while maintaining security and superior customer experience.

BASIC QUALIFICATIONS

• 3+ years of program or project management experience
• 3+ years of cross-functional collaboration with tech and non-tech teams
• 3+ years of implementing process improvements using data and metrics
• Bachelor's degree
• Advanced Excel skills (Pivot Tables, VLookUps) and SQL knowledge
• Experience in defining program requirements and using data to drive improvements
• Ability to resolve complex issues

PREFERRED QUALIFICATIONS

• 3+ years of end-to-end delivery experience and communicating results to senior leadership
• 3+ years of process improvement experience
• Stakeholder management experience across organizational levels
• Experience in process building, project management, and scheduling

Our inclusive culture empowers Amazonians to deliver the best results for our customers.