As one of the largest e-commerce companies in the world, Amazon processes billions of secure on-line transactions via a number of payment mechanisms, including credit cards, direct debit and local payment methods. Amazon is known across the globe as the most trusted company on the Internet. We are committed to delivering an exceptional customer experience.

The Senior Program Manager for Amazon’s North America Payment Products (NAPP) Third party (3P) products is a single-threaded leader for driving bar-raising customer experience (CX) and operational excellence (OE), leading cross-cutting initiatives with internal stakeholders as well as third party banks relied upon to process payments. As an innovation leader, they drive partner-facing improvements while safeguarding technical stability and availability of the payment product. In addition to managing external partners, this role is required to serve as a hands-on analysis, resolving escalations, identifying and drive large scale initiatives to improve customers' payments experience within third party payment (3P) space.

In NAPP, we often rely on our payment partners and internal teams to drive CX improvement projects. Working backwards from customer needs, they will drive the Voice of Customer mechanisms to influence product roadmap and scale the improvements to WW Payment teams. This role owns and identify customer pain points surfacing through contacts, transactions, and reviews, stitching data and anecdotes to directly connect customer’s biggest needs and engages with various stakeholders within Amazon such as Customer support, Engineering, Product, business leaders as well as external payment partners to define CX improvement roadmap. They leverage cross-functional expertise, develop metrics/stand up dashboards and champion mechanisms that serve as single source of truth for identifying recurring operational issues.

The Senior PM has the ability to evangelize and drive adoption of GenAI solutions across diverse workstream within operations. They drive
scalable Operational Excellence initiatives by implementing GenAI-powered automation for recurring operational tasks and workflows.

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. You must be able to influence Business leaders including Directors and VP to drive data driven customer experience strategy. You must be able to manage a process path in a critical business area throughout the lifecycle of a complex cross-functional program, working backwards from customers to independently identify and own end-to-end initiatives to drive customer experience. Program management and communication skills are critical. You lead by example with your PM skills, mitigate project risks, make tradeoffs, and balance business needs versus execution constraints.


Key job responsibilities
• Manage operational relationships with third party partnerships and internal customer to drive measurable business and customer improvements.
• Drive large scale initiatives to improve customers' payments experience within 3P and NAPP org.
• 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 strategy doc and PRFAQs presenting compelling data to secure support from Business leaders and Director/VP 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.