Senior Program Manager, Payment Business Operations MEA
DESCRIPTION
Are you Customer Obsessed, flexible, Smart and Analytical, execution focused and Passionate about E-Commerce? Amazon Payment Services is a leading Payment service provider in the MEA Region (Middle East and Africa) with Operations spanning across 8 countries and technically integrated with 14 acquirers and 18 issuers, offers online payment service to more than 3000 Merchants. Amazon Payment Services team is trying to build a robust execution and management process for driving the best payment experience on & off Amazon. While we are working towards launching innovative ways to pay and with the most friction less manner, we understand payments to Customers & Sellers is a Key enabler in building trust.
This role will own the Customer Incentivization Programs including Banks and Partner discounts/Promotions which are key levers to drive traffic on the website and critical output metrics to help the business. This includes end to end Program management, Program Strategy and execution and, driving all the promotions with a robust SOP to ensure all milestones are executed as per the SOP timelines. This requires working with multiple internal stakeholders and cross functional teams during the annual and quarterly planning cycles and communicate this plan to leadership, Events team and the Category leaders. This role will work with Marketing teams and partners (Banks/Schemes) POCs to execute the marketing for these promotions for Onsite and outdoor marketing, communicating the marketing plans to the partners and deriving the strategies to improve visibility and drive adoption through marketing assets. Participate in the promotion construct design basis the defined tenets and align this construct with events and leadership. Work with Finance and Business intelligence teams to report promotions performance in the weekly, monthly and quarterly program reviews (5) Drive adoption to ensure effective utilization of funding during the events, tracks, reports discount spends and execute the contingency plans to better manage these funds. Owns the Retrospective after every event to capture learnings and improves the overall program event over event. Work with Customer support to track and own the customer contacts reduction initiatives and drive improvements through customer anecdotes.
Deliver timely, accurate and professional technical support and information to all key stakeholders around the world including both business and technical audiences. A solid background in Program management, onsite and outdoor marketing and business operations is essential for your success in this position. Must apply the technical skills to automate data extraction and metrics calculation to reduce manual intervention. You should be passionate about problem solving, managing relationships, and metric development enabling management to make breakthrough decisions and delight our customers.
Key job responsibilities
• A Master’s Degree Bachelor’s Degree at a Reputed and well-regarded Institution in an Analytical Field (Economics, Computer Science, Mathematics, Statistics or Finance)
• Support new product, feature launches for new incentivization initiatives by preparing requirements from program and operations and execute the launch milestones to meet the timelines. Effectively oversee the overall IBD processes to ensure accuracy, managing partners and addressing customer concerns promptly.
• This Program manager would need to engage with various stakeholders, such as internal teams, external partners (banks/Schemes), and customers. This will allow for effective stakeholder management, communication, and alignment, leading to smoother program operations.
• Track key performance indicators (KPIs), analyze data, and generate insights related to the IBD Promotions. This facilitates data-driven decision-making, optimization of processes, and continuous improvement of the customer experience.
• Should drive scalability and efficient management of increased program complexity and workload.
• Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams.
• Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
• Program management working together with technical teams to improve payments products and customer experience
• 8+ years of program or project management experience.
• Ability for data gathering and analyzing skill, clear logic to address root cause and suggest solutions to customer problem.
• Influence technical documentation content, perform documentation review, dive deep into system layouts and solutions.
• Should be process oriented with experience of building Strong/sustainable processes.
• Must derive metrics from data and track these metrics.
• Experience prior success in driving execution of large-scale project plans with multiple teams in support of business goals
• Excellent written, oral communication and presentation skills and the ability to express thoughts logically. Demonstrated active listening skills, highly consultative and solutions-oriented.
• Deep understanding of and passion for e-commerce desired.
• Demonstrate Intense Customer/Seller Focus and Highest level of Integrity, Intellectual Honesty and Strong Work Ethic.
• Be Sharp, Analytical and thoughtful.
• High Attention to Detail and proven ability to manage multiple Competing priorities Simultaneously.
BASIC QUALIFICATIONS
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS
- • Experience using any of SQL or other analytical tools for conducting data analysis
- • Experience with customer segmentation, profiling, and targeting
- • Experience gathering and analyzing large amounts of data and delivering business improvements.
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