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?

Payment Business Operations manages relationships with payment partners, including co-branded credit cards, private label cards and Shop with Points programs. The Business Operations team supports the Amazon Payment Products working closely with product management, software development and technical operations. Locally, Payments Business Operations 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 Business Operations Program Manager is responsible for helping drive operational excellence within payments. This role will support US-based external Installments (Buy now Pay later) partner to push excellence and a world-class customer experience for mutual customers globally. 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 right candidate for this role is someone who has a strong program management background, is expert working with large, complex data sets, and has the ability to cultivate relationships and earn trust with teams both inside and outside of Amazon. You must be able to thrive in a start-up environment and be willing to not only operate strategically, but roll up your sleeves and help get the job done. You 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.

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.



Key job responsibilities
• Manage operational relationships with third party partnerships and internal customer to drive measurable business and customer improvements.
• Define SLAs and processes to track key partner management metrics such as incidents and customer impacting issues.
• Create GenAI-enabled self-service tools to reduce manual intervention and improve efficiency.
• Identify operational gaps in new offerings and set operational requirements for new projects.
• Identify key business relationships and build a partnership for understanding challenges and opportunities.
• Support and drive customer experience and operations for new product launches.
• You will be expected to dive deep in all areas of customer transaction data. This role is both strategic and hands-on.
• Ability to effectively collaborate with cross-functional, cross-organization teams to assemble project plans, secure commitments on deliverables, and resolve blocking issues. You actively mentors and develops other program managers within the team.
• Understanding technical nuances and Payment experience is a plus !

A day in the life
Your day begins with a deep dive into customer data, where you spot a spike in failed transactions and immediately flag it for investigation. A high-severity leadership escalation pulls you into customer issue - a customer can't process payments. You independently dive deep into the customer journey while collaborating with cross functional teams to present short term and long term opportunities for leadership review. You identify a partner system issue, and ensure the fix is implemented while documenting it for your recurring issues analysis against the SLA.
You facilitate monthly Voice of Customer session, presenting top customer friction and prioritize improvements. You will also write CX deep dive document and PRFAQs presenting compelling data to secure support from Business leaders on the roadmap prioritization.
You influence partner score cards tying them back to service level agreements in partner business reviews, securing commitments from partners on short term and long term initiatives to improve overall system resiliency - all driving measurable improvements for customers.
You identify gaps in customer support process and build knowledge content and mechanisms to effectively equip agents to better support our customers.
You shift to building a GenAI-powered application that automates recurring operational tasks and SOPs. You build LLM-powered experiments for predictive analytics to identify potential issues before they impact customers.

About the team
The Payments Business Operations team within Consumer Payments is responsible for driving operational excellence and customer experience of our payment products and manage strategic relationship with our Banking and Non-Banking payment partners. This team specifically leads Third Party Payment (3P) products like Shop with Points and Installments payment offerings.