We are seeking a detail-oriented Program Manager to join our Co-Branded Credit Cards team. role is with the Co-brand credit cards team, in the Credit and Lending org at Amazon Pay. If you are a go getter, with motivation to resolve customer facing issues ground up, then this is the perfect role for you. You would work in a fast paced environment, in a smart and agile team at Amazon Pay, collaborate with external partners to drive key priorities for the CBCC program. In this role, you will be responsible for managing key operational aspects of our credit card partnership with ICICI Bank, with a focus on promotions, customer service excellence, and business reviews.

Key job responsibilities
• Lead the execution of off-Amazon promotional campaigns in collaboration with ICICI Bank, ensuring seamless implementation and tracking of promotional activities
• Own and manage the partner Weekly Business Review (WBR) mechanism:
o Track and present key performance metrics
o Drive accountability for action items
o Ensure effective communication between stakeholders
• Customer Service Excellence:
o Manage high-priority customer escalations
o Review and optimize Customer Service Standard Operating Procedures (SOPs)
o Conduct regular analysis of customer service data to identify trends and areas for improvement
o Monitor CS agent adherence to approved communication guidelines
o Implement process improvements based on customer feedback
• Internal Operations:
o Own and drive the internal pre-WBR process, close looping on action items
o Coordinate with cross-functional teams to ensure alignment on deliverables
o Share progress updates on key metrics to Payments leaderships

About the team
The CBCC card is India's largest co-branded credit card portfolio. This product is driven by a fast paced team of product, marketing, business managers, who work closely with tech and external partners to solve key customer challenges and enhance experiences.