Work in Washington Veterans Jobs

Description

Are you passionate about customer experience? Can you help drive partner performance and have a track record of contributing on key initiatives? Are you successful at influencing others to deliver when faced with competing priorities? Would you excel at representing Amazon externally?

NA Payments Operations team manages relationships with 20+ payment partners, including co-branded credit cards, private label cards, shop with points, Installments etc. The NA Operations team supports the larger payments platform working closely with product management, software development and technical operations. Locally, NA Operations team works closely with internal clients such as Customer Service, Finance, Accounting and Fraud as well as third party partners and banks relied upon to process payments. This team also facilitates the local operational relationship with third party payment partners, advocating for customer experience and applying operational improvements. Additionally this team is responsible for supporting operational efficiencies and escalation reduction opportunities. Come and experience a company and team who focus on customer first!

The NA Operations Program Manager is responsible for helping drive operational excellence within payments. This role will support US-based external credit card partner to push excellence and a world-class customer experience for mutual customers in NA. This role will also partner with internal customers to identify points of friction, build a business case, propose requirements and advocate for customer experience improvement projects. This role is required to serve as a hands-on analyst, resolving escalations, gathering data and supporting projects.

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 in their decision making, with a demonstrated ability to drive issues to completion. Experience in the banking or payments industry is preferred.

Primary Responsibilities

• Facilitating operational relationships with third party partners and internal customers ---holding partners accountable for performance and contractual commitments

• Recommending, grounding (with data and financial justification) and contributing to drive projects to improve customer pain points within the larger Payments organization and with businesses / services across Amazon

• Identifying operational gaps in new offerings and proposing operational requirements for new projects

• Resolving customer impacting issues with technology teams

• Interfacing with business and technical customers, gathering requirements and producing data-driven analysis; partnering with internal teams to support new payment products or functionality post launch

• Developing metrics for assessing performance and trends

• You will be expected to dive deep in all areas of the credit card product.

• You will be expected to demonstrate significant annual efficiency improvements

Basic Qualifications

• 3+ years of program or project management experience

• 3+ years of defining and implementing process improvement initiatives using data and metrics experience

• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

• Experience using data and metrics to determine and drive improvements

• Experience working cross functionally with tech and non-tech teams

Preferred Qualifications

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience

• 3+ years of driving process improvements experience

• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

• Experience building processes, project management, and schedules

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.