Manager III, Program Mgmt , Customer Escalations

Amazon; Hyderabad; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Amazon is seeking a Senior Program Manager within Payments risk to lead process improvements and cross-functional initiatives across Product, Operations, Tech, ML, Engineering and Data Analytics to reduce defects and improve customer experience.

You will manage a team of program managers and resolution managers, partner with site leaders and global process owners to deliver scalable risk solutions that keep buyers safe and the marketplace trusted.

Qualifications

• 5+ years cross-functional experience with tech and non-tech teams.
• 5+ years of team management experience.
• 5+ years of cross-functional project delivery experience.
• 5+ years of program or project management experience.
• Experience defining program requirements and using data and metrics to determine improvements.
• MBA preferred.
• Experience using data and metrics to drive improvements.

Responsibilities

• Gather requirements, document functional specs, identify stakeholders and gaps.
• Design solutions addressing unmet customer needs and drive adoption.
• Provide regular progress updates to senior leadership and monitor risks.
• Escalate blockers and collaborate to refine workflows between teams.
• Lead a team of Program Managers and Resolution Managers to meet goals.

Skills

Cross-functional leadership

Data & metrics

Program management

Team management

Stakeholder management

Education

MBA

Job description

Have you ever thought about what it takes to detect and prevent fraudulent purchases among millions of e-Commerce transactions in different countries? What would you do to create a trusted marketplace where customers can safely transact online? What kinds of solutions and systems would you build to maximize customer satisfaction?

We are seeking a Senior Program Manager who is passionate about process and systemic improvement initiatives in the Payments risk space to reduce defects and improve experience for our customers. The PM will be responsible to build out mechanisms to help improve CX and integrate the techniques into Payment Risk business unit. The PM will leverage Customer data via Executive Escalations to help us understand and respond to key challenges and successes of our programs.

Key job responsibilities

Project Management:

• Gather requirements, document functional specifications, identify stakeholders and process partners, identify defects and gaps, contribute cross-functional solutions, assess and manage risks, measure and report on progress, anticipate and resolve bottlenecks and make tradeoffs.
• Conduct customer research, identify gaps in product/experience offering, and design solutions that address unmet customer needs
• Drive product awareness and adoption: Identify opportunities and support program improvements.

Reporting

• Deliver progress of multiple projects providing regular updates to senior leadership.
• Monitor and report risks with actionable insights; anticipate and resolve roadblocks.
• Provide strategic recommendations to leadership to proactively address systemic issues.

Results & Accountability

• Challenge assumptions of why a process or service failed; ask right questions to get to the root of the problem.
• Strong commitment towards goals and outcomes and to ensure completion within established time frames.
• Clears blockers, escalates appropriately

Collaboration and Team Management

• Manage partner relations, performance and customer experience, set objectives and success criteria, and drive towards operational excellence.
• Partners with global process owners, Site leaders, Operation managers in identifying, defining and executing various process improvement projects
• Collaborate to refine and improve the workflow between teams, ensuring timelines are met on all sides.

In this role you will work closely with Product, Operations, Tech, Machine learning, Engineering and Data analysts to streamline development of initiatives to solve for experience for our buyers, at scale- ultimately to help buyers shop safely at Amazon. You will manage a team of Program managers and Resolution managers to deliver on goals.

Basic Qualifications

• 5+ years of working cross functionally with tech and non-tech teams experience
• 5+ years of team management experience
• 5+ years of cross functional project delivery experience
• 5+ years of program or project management experience
• Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

• Experience managing, analyzing and communicating results to senior leadership
• MBA
• Experience using data and metrics to drive improvements
• Experience delivering cross functional projects

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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.