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Program Manager-Service Quality

Program Manager-Service Quality

Job ID 
Posted Date 
Amazon Online Dist(Karnataka)
Recruiting Team 

Job Description

We are looking for a Program manager to manage projects and resources, to partner with Amazon Payments businesses, to support the launch of large scale solutions in India , and implement world-class customer-focused tools and processes to support requirements and change the digital payment landscape in India. The ideal candidate should possess solid business judgment and be capable of driving the right results, influencing teams with competing priorities, and partnering with cross-functional teams. This role requires excellent communication and organizational skills, including the ability to anticipate, identify and communicate risks to compliance, business and technology leadership. The candidate will be responsible to work on Product GTMs from CS perspective and have the ability to design metrices to measure impact. Should be comfortable working with cross functional teams and work with multiple stakeholders both internal and external.

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 and data driven in decision making, with a demonstrated ability to drive issues to completion. The candidate must have superior verbal and written communication skills and be comfortable presenting issues to management.

  • Drive Cross functional GTM and Defect reduction programs for upcoming and existing products
  • Drive Operational efficiencies across the payments org through standardization of reporting, metrics and review mechanisms
  • Drive project and program governance in payments through weekly and monthly reviews
  • Lead cross POD programs to ensure effective collaboration between business, tech and project teams to ensure end to end delivery and overall project effectiveness
  • Own and drive large scale projects that have an organization wide impact and drive collaboration between business and tech teams to deliver on project timelines and effectiveness
  • Own complex data analysis to identify opportunities and set priorities. Utilize metrics and data to deep dive into program issues, uncover trends and make recommendations
  • Provide end-to-end business program management support / guidance for business projects and initiatives, building new systems and products, suggest changes to existing products and changes to infrastructure.
  • Work with Finance team to quantify and prioritize programs that will progress towards Amazon Payments goals.

Basic Qualifications

  • MBA from Tier 1 B-school
  • 5+ years of experience in payments, ecommerce and compliance environments.
  • Familiar with Service Quality environment
  • Familiar with NPS metric and experience in driving NPS in organizations
  • Familiar with e-commerce and payments technologies.
  • Proven ability to work collaboratively cross-functionally, cross-border and vertically across a fast paced, changing environment.
  • Experience managing or coordinating projects involving multiple resources and teams.
  • Demonstrated experience in gathering, analyzing and synthesizing business requirements from multiple sources

Preferred Qualifications

  • Effective and polished communicator in both written and spoken English.
  • Should be able to conceptualize and implement programs ground up and develop them into scale with metric monitoring
  • Ability to think about customers broadly and develop effective customer facing processes that meet business objectives and deliver world class experience
  • Self-starter who can work objectively with integrity and exercise sound business judgment.
  • Expected to remain up-to-date on regulatory and compliance regulations and best practices in payments and financial services.