Program Manager, JP Payments
DESCRIPTION
Amazon seeks a Program Manager to join our expanding Japan Sales Operations Excellence team for the Corporate Gift Cards Channel.
The Corporate Gift Cards business is part of the JP Amazon Payments organization and generates and fulfills sales of Amazon Gift Cards to internal and external corporate clients. This includes companies of all sizes providing Amazon gift cards to their customers and employees as incentives or using gift cards to disburse funds, as well as distribution of our gift cards across tens of thousands of retail store locations around the world. This multi-billion dollar business is a significant contributor to Amazon’s new customer acquisition and company profitability. We grow our corporate business through direct sales, through relationships with resellers and distributors, and through a self-service channel.
The ideal candidate will have a high attention to detail, be able to work in a fast paced work environment, and has a track record of supporting process improvement. The position also requires strong communication skills (verbal and written) and the ability to build and maintain strong relationship internally and externally. The job requires the candidate to process very high volumes of data manually in Salesforce and Gift Card System including having ability to be accurate and complete in their operational task activities. The ideal candidate is a motivated self-starter who can work independently in a fast-paced, ambiguous environment with limited supervision. The candidate must be a fast learner, who is smart in prioritizing tasks, complete all the manual processing tasks within the same day and quickly absorb the nuances of the Amazon Gift Cards and Amazon Balance Products offerings as well as the behavior of Amazon's GC internal systems. The candidate will be analytical in their decision making with the demonstrated ability to drive issues to completion, as well as great at communication with external and internal customers.
Experience with the payments industry, sales or operations role is preferred.
Roles and Responsibilities
Job Responsibilities include, but are not limited to:
Quality Management
· Developing intelligent, insightful reporting on the key operational drivers of our business
· Maintain and analyze operational business metrics using data to drive down operational waste and errors.
· Develop and manage a program to improve tools, systems, redundancy planning, processes, and reporting to monitor and mitigate operational and financial risks associated with meeting our speed, productivity and quality performance SLAs.
· Create, manage, and analyzing customer survey data, net promoter scores, and other operational data to provide insights that enable improvements to the customer experience.
· Verify daily order processing, payment reconciliation, and contract submissions.
Process Improvements
· Identify opportunities and complete process improvement projects.
· Collaborate with global team, departments and external vendors to continuously improve sales and operations related processes.
· Leverage internal tools and Salesforce.com to develop and maintain sales and operations workflow automation, reports and dashboards that allow sales and operations to optimize their time, monitor their business and maximize their productivity.
Operations
· Manage daily order processing, payment reconciliation, and fulfillment of gift cards and subscription orders.
· Manage annual contract renewal, including the negotiation with corporate clients.
· Manage client service contacts, including response and resolution.
· Serve as secondary interface between Operations and Product Management, Marketing, Category Management, Legal, Finance, and Accounting for product launch support.
About the team
Please visit Org introduction video!
''Amazon Consumer Payment Section, What do they do?''
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BASIC QUALIFICATIONS
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Experience working with clients
- Speak, write, and read fluently in Japanese (Native level)
- Speak, write, and read well in English (Business level)
PREFERRED QUALIFICATIONS
- Experience in MS Access and SQL
- 2+ years of program or project management experience