Senior Program Manager, APAC/TR/ZA Payment Business Operations

Location: Mumbai, India

Description
Join Amazon's APAC/TR/ZA Payment Business Operations team as a Senior Program Manager in Bombay, India. You'll drive operational excellence for our next-generation online payment systems, managing business health for Payments and Gift Cards across APAC, Turkey (TR), and South Africa (ZA). Your role will be crucial in resolving operational issues that impact customer experience and payment performance. You'll collaborate with global teams, manage third-party partnerships, and lead initiatives to enhance our payment offerings.
Key job responsibilities

• Lead partner assessments, contract negotiations, and launch readiness for new payment projects
• Drive improvements to address customer pain points within the Payments organization
• Manage operational relationships with third-party partners and internal stakeholders
• Identify operational gaps and set requirements for new projects
• Oversee medium to large-sized business operations projects
• Train analysts on internal escalation responses and customer service resolution
• Collaborate with business and technical teams to support new payment products
• Work with technology teams to improve payment processing performance
• Define and analyze metrics to assess performance and trends

A day in the life
As a Senior Program Manager, you'll start your day by reviewing key performance indicators for APAC/TR/ZA payment systems. You might then lead a cross-functional meeting to address a customer experience issue, followed by a strategic planning session for an upcoming product launch. In the afternoon, you could find yourself analyzing data to identify improvement opportunities or mentoring team members on best practices in payment operations.
About the team
The APAC/TR/ZA Payment Business Operations team is the central hub for payment customer experience and performance issues. We collaborate with diverse internal stakeholders, including Customer Service, Retail Operations, Finance, and Compliance, as well as external partners and banks. Our team is passionate about driving operational efficiencies and delivering exceptional payment experiences for Amazon customers across APAC/TR/ZA.
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

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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