Program Manager, Payment Business Operation

Servicios Comerciales Amazon Mexico S. De R.L. De C.V. - D44; Xico; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading international e-commerce company in Mexico is seeking an experienced Program Manager to lead the Payments Refund Program. The role requires strong management skills to enhance payment products and customer experience across LATAM. Ideal candidates should have over 5 years of program management experience, advanced proficiency in English, and a robust data analysis background. This position offers a unique opportunity to drive significant operational improvements while collaborating with cross-functional teams.

Formación

• 5+ years of program or project management experience.
• Experience with end-to-end product delivery.
• Experience with data and metrics to drive improvements.
• Experience influencing senior leadership with data-driven insights.

Responsabilidades

• Manage programs with technical teams to enhance payment products.
• Analyze data to identify and resolve payment experience issues.
• Develop actionable plans based on customer pain points.
• Evaluate payment partners and improve operational efficiency.

Conocimientos

Program management

Data analysis

Customer experience improvement

Stakeholder management

English proficiency

Educación

Bachelor's degree or equivalent

Master's degree or MBA

Descripción del empleo

Description

At Amazon LATAM we value Diversity, Equity and Inclusion (DEI) in all our job positions, therefore, we act intentionally so that our internal environment reflects the plurality of the businesses we play and the customers we serve.

In LATAM, we have a Diversity, Equity and Inclusion squad, which is formed by representatives from different roles and areas, as we understand that this agenda must have different perspectives and multiple experiences.

Our leadership is committed and understands more and more their role in sharing and acting on our leadership principles, with the purpose of 'Strive to Be Earth's Best Employer'.

Understanding our responsibility and our need for change, we are conscientious that 'Success and Scale Bring Broad Responsibility'

Amazon is looking for an experienced Program Manager to lead the Payments Refund Program in their Payment Business Operation team.

The role involves diving deep into Payment experience in Latam to address pain points that harms customers in BR, ELA (Emerging Latam Countries) and MX leading to contacts and decrease in engagement.

Key Responsibilities

• Program management working together with technical teams to improve payments products and customer experience
• Strong data analysis experience, extracting insights that drives business decisions
• Dive deep into internal and external data to understand Payments gaps within Amazon.
• Work backward from customer's pain points and translate them into actionable improvement plans.
• Evaluate payment partners, benchmarks learning from other geos and improve Amazon's payment operations to reduce friction in payment experience.
• Work with engineering and product teams to prioritize, scope and rollout fixes or additional features with track of success metrics to assure completeness.

Basic Qualifications

• Product or program management, product marketing, business development or technology experience;
• Bachelor's degree or equivalent;
• Experience owning / driving roadmap strategy and definition;
• Experience with end to end product delivery;
• Experience with feature delivery and tradeoffs of a product;
• Experience as a product manager or owner;
• Experience owning technology products;
• Advanced English.
• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred Qualifications

• Experience in influencing senior leadership through data driven insights;
• Experience working across functional teams and senior stakeholders;
• Experience in data analyzes.
• Knowledge of key customer experience metrics and methodology (e.g., NPS).
• 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