Program Manager I, IN Payments

DESCRIPTION

Associate Program Manager
About Amazon: Amazon is a fast paced, dynamic company with a focus on being the most customer-centric company in the world. Amazon offers services to retailers in India to sell on and grow multi-channel commerce. Amazons Payments team supports the Amazon platforms in providing a safe, secure and trusted payment experience to our customers.
JOB DESCRIPTION
The Amazon Payment Operations (APay Ops) team works relentlessly to support new business launches by setting up processes, define SOP for handling customer escalations and automating the manual efforts thereby improving scale and reliability. The IN LER team is tasked with responding to queries from government agencies responsible for Law Enforcement in India. The team handles law enforcement information requests that require the release of sensitive customer and seller information. Requests handled pertain to Amazon Pay (India) Private Limited, Amazon IT Services (India) Private Limited , Amazon Retail (India) Private Limited and Amazon Seller Services Private Limited. These involve deep dive into multiple systems and collaborate with payment partners / business and product stakeholders to provide the resolution and enhance client experience. The leader will thrive in a challenging workplace, work in a fast-paced environment, manage ambiguity and complexity and support multiple simultaneous business needs while meeting ongoing and time-constraint compliance requirements.
This position requires a proactive, highly motivated individual with an aptitude to manage a team as well. A successful candidate will have to lead a team of Sr. Associates with an ability to own/lead all stakeholder interactions across all businesses within Amazon. This team of high performing individuals will be responsible for end to end customer escalations management across various Amazon Payments businesses & categories. This role requires an individual with excellent investigative, research and communication skills, outstanding business acumen, and past experience in handling client experience roles. The job involves organizing, planning, prioritizing and scheduling work assignments, ensuring the SLAs at a business vertical levels are met, identifying the blockers and communicating to the right stakeholders, in addition to owning the production & quality KRAs for this team. The candidate will manage performance measured on operations/business goals and SLA metrics.
Key aspects of the role involve (1) Own operational delivery of SLA (Service Level Adherence) for all Payments escalations (2) People Management (L2/3) - Handle a team of 15-20 operational analysts (3) Operations Management (4) Continuous improvement for the verticals and TT reduction in collaboration with Legal team

Key job responsibilities
The individual will have to be a self-starter comfortable with ambiguity, with strong attention to detail, an ability to work in a fast-paced and ever-changing environment.
Role description
Advocate on behalf of the customer and client excellence, during all business engagements to ensure a consistent high-bar of excellence.
Drive appropriate data oriented analysis, adoption of technology solutions and process improvement projects to achieve operational and business goals.
Manage stakeholder communication across multiple lines of business on operational milestones, process changes, escalations, etc.
Partner to implement business launches and solutions to enable automated tools and applications for self-service
Monitor metrics and thresholds and deep dive to address issues immediately.