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Program Manager

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Job Description

Job Description :
Over the past 20 years, Amazon has reinvented on behalf of the consumer and has become one of the largest internet retailer and marketplace in the world with over $200 billion in revenue globally. Through our entrepreneurial and innovative culture, Amazon has also developed new technologies and products (like our Alexa devices, Fire Stick TV, Kindle etc) and enterprise services (like Amazon Web Services).
Amazon is now reinventing on behalf of the customer and focused on building the largest and most innovative payments business in the world, and we are recruiting to make this vision a reality within the Amazon Payments Organization in India, to make the customer's payment experience delightful.
As one of the largest e-commerce companies in the world, Amazon Payments processes billions of dollars of payments securely via a number of payment mechanisms, including credit cards, convenience store payment, net-banking, cash on delivery and electronic gift certificates.
Transactions are processed on behalf of thousands of merchants, including Amazon Pay's vision is to be the most trusted, reliable, frictionless and ubiquitous payments system, preferred by millions of customers and merchants to pay in a wide range of needs. As part of this, we are committed to delivering an exceptional customer payment experience and contribute towards making India a cashless economy.
The role will be responsible for one of the flagship payments goal around delivering customer experience at a high quality and low cost structure by leveraging product solutions.
1. Partner with Business, Product, Customer Service and Finance teams to drive down cost of service for Amazon Pay, by establishing impact of service delay, service quality, upstream product metrics movement, self-service coverage etc. on increased contacts and escalations.
2. Lead the customer trustbuster program to identify crucial customer experience gaps through data analytics and contact mining, be the single point of contact on providing leadership updates on the status of open trustbuster, blockers and path to green.
3. Work with business/products to define, plan and prioritize the projects that need to be implemented to reduce customer experience gaps and monitor the execution of projects to ensure overall integrity of the program.
Basic Qualifications :
. 3+ years experience in program or project management
. Experience defining program requirements and using data and metrics to determine improvements
. 3+ years experience working cross functionally with tech and non-tech teams
Preferred Qualifications :
- Well-honed analytical skills, comfortable working with data and developing insights from it, experience establishing and tracking program metrics, and experience with experimental design.
- Experience identifying and resolving complex issues, and assuming leadership roles in unfamiliar or ambiguous circumstances - solid sense of accountability and sound personal judgment.
- Demonstrated ability to work with both internal and external partners in a cross-functional team
- Excellent written and verbal communication skills with the ability to present complex information in a clear and concise manner to a variety of audiences.

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