Senior Product Manger tech, Amazon Pay CX

Amazon; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Amazon Pay India seeks a Product Manager for post-transaction experience to own self-serve customer journeys within the Amazon Pay app. You will shape experiences across post-transaction touchpoints, including Thank You pages, notifications, and self-serve tools.

You will partner with UX, engineering, and business teams to build quarterly and yearly roadmaps, analyze data, and drive product vision and improvements at scale.

Qualifications

• Bachelor's degree required.
• Experience owning/driving roadmap strategy and definition.
• Experience with feature delivery and tradeoffs of a product.
• Experience contributing to engineering discussions around technology decisions and strategy related to a product.
• Experience managing technical products or online services.
• Experience representing and advocating for a variety of critical customers and stakeholders during Executive-level prioritization and planning.

Responsibilities

• Strategy Development: Develop and execute the product strategy to enhance post-transaction experiences.
• User Experience: Collaborate with UX/UI designers to create intuitive payment flows.
• Feature Prioritization: Identify and prioritize features based on feedback and impact.
• Technical Coordination: Translate requirements into specs with engineering teams.
• Data-Driven Insights: Monitor KPIs and drive optimization using data.
• Stakeholder Management: Communicate vision, roadmap, and progress across teams.

Tools

Tableau

QlikView

QuickSight

Job description

Description

Amazon Pay India's mission is to be India's most convenient rewarding and trusted way to pay. Customers can use Amazon Pay to pay for their payment needs like bill payments, money transfers, travel ticketing, insurance, merchant payments etc., (what we call everyday use-cases). Amazon Pay also has proprietary payment methods which give customers the best experience in terms of success rates, conversion and credit availability.

In this job role, the product manager for post transaction experience will be responsible for three large problems

Ensuring the customers are able to solve all their post transaction queries in a self-serve manner on the Amazon app by defining the customer experience across all post-transaction touchpoints including but not limited to Thank you pages, Notifications, Your transactions and self-serve tools available on the app.
Empower the customer support agents with the right information & tools to handle and close loop escalations
Drive preference for Amazon Pay instruments and Amazon Pay use cases on post transaction pages leveraging customer data & insights

You should apply for this role if you enjoy building customer facing experiences at scale. You would be required to collaborate with a large group of business and product stakeholders to build the right customer experience, analyze data to make continuous improvements to the product on a monthly basis, create quarterly & yearly roadmaps and drive the product vision and strategy for all post transaction touchpoints.

Key job responsibilities

1. Strategy Development: Develop and execute the product strategy to enhance payment experiences across various use-cases, focusing on instrument selection, transaction latency, and success rates.

2. User Experience: Collaborate closely with UX/UI designers to create intuitive and seamless payment flows that enhance customer satisfaction and conversion rates.

3. Feature Prioritization: Identify and prioritize features and enhancements based on customer feedback, competitive analysis, and business impact.

4. Technical Coordination: Work closely with engineering teams to translate product requirements into technical specifications, ensure timely delivery of features, and address technical challenges.

5. Data-Driven Insights: Utilize data analytics to monitor key performance metrics, identify opportunities for improvement, and drive optimization efforts.

6. Stakeholder Management: Communicate product vision, roadmap, and progress to stakeholders across different teams and senior management.

A day in the life

A typical day will contain a mixture of all the following

• A daily health review of all your key business metrics and diving deep into any of them if you observe an anomaly
• Working in partnerships with User experience, technology and category teams to build out customer facing experiences, product requirement documents, debating phases and creating a robust go-to-market plan
• All the while, reviewing NPS scores, voice of customers, come up with new ideas and build product strategy for upcoming months in partnerships with billers and regulator

Basic Qualifications

• Bachelor's degree
• Experience owning/driving roadmap strategy and definition
• Experience with feature delivery and tradeoffs of a product
• Experience contributing to engineering discussions around technology decisions and strategy related to a product
• Experience managing technical products or online services
• Experience in representing and advocating for a variety of critical customers and stakeholders during Executive-level prioritization and planning

Preferred Qualifications

• Experience in using analytical tools, such as Tableau, QlikView, QuickSight
• Experience in building and driving adoption of new tools

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