Shift Hours: 1PM to 10PM ( Monday to Friday)
Are you interested in accelerating a growing business? Part of the Amazon Payments organization, Amazon's fast-growing Gift Card business serves critical customer needs of gifting and paying access. The Gift Card team is responsible for creating and enhancing gift cards and stored value products sold globally through various channels, including the Amazon website, Corporate sales, and Brick & Mortar third-party retail stores. Our product lines include electronic gift cards, physical cards, and programmatic interfaces that allow on-demand gift card issuance for corporate partners.
We are looking for a seasoned Program Manager with technical acumen to join our Gift Cards team who will support our worldwide corporate clients and distribution partners, for all their API integration and production (post launch) needs. Acting as a key point of contact, you will take ownership of urgent issues, engage with the business and technical teams to drive the resolution. You'll work cross functionally across multiple teams to deliver a portfolio of exciting, strategic projects on behalf of the worldwide customer base, using data driven decisions to recommend prioritization with product and addressing our customers needs. You will work directly with our customers business and technical teams to communicate & build a roadmap of projects to streamline their gift card ordering experience via our API set. Experience with the payments industry is preferred but not a must.
The ideal candidate will be passionate about their work, self-motivated, detail oriented and have excellent problem-solving skills. They will have strong communication and project-management skills, and will be able to translate technical problems, root cause and solutions in a clear and easy-to-understand way for business stakeholders. They will act as a bridge between the business and technical teams dealing with highly ambiguous problems, taking full control and responsibility for finding simple solutions to complex problems.
Key job responsibilities
•Integration and Case Management: Provide support to our Gift Card partners for product and API-related questions. Manage API integrations for our mid size corporate clients, as well as large 3rd party partners worldwide. Handle critical issues and incidents (impacting Gift Card issuance and customer experience) by deep diving on root causes involving cross-functional teams and driving timely resolution.
•Subject Matter Expert (SME) – Develop deep knowledge of Amazon Gift Card On Demand (AGCOD) API functions. Act as a trusted adviser to our customers, as well as our internal business development and Sales teams worldwide.
•Critical Event Management - Collaborating with internal stakeholders to drive timely customer communication during critical events.
•Portfolio Project Management - Partner with business stakeholders and engineering to proactively identify, drive, build improvements, enhancements, and system customization that solve our Gift Card business needs.
•Technical Translation and Documentation - Collaborate with the engineering and business teams to understand the scope and impact of production issues. Facilitate discussions to ensure Business understands the pros and cons of the proposed tech solutions for case management. Optimize technical documentation and onboarding processes for partners.
•Continual Program Improvement - Partner Integrations Manager will work with worldwide product team to develop step by step instruction guides for routine operations. Documentation drives consistency and reduces gaps in system knowledge for new and existing team members.
•Reporting - Provide monthly and quarterly reporting with a data-centric approach to stakeholders on key integrations, support case volume, hot issues, as well as identifying areas of opportunities.
•5+ years of relevant professional experience as a Support Analyst, Technical Support, Operations Support or related role
•Proficiency with Web Services, REST APIs, HTTP, XML, JSON and automation tools such as postman collections.
•Ability to identify recurring technical issues and propose solutions to address the root of the problems
•Independently investigate and implement solutions to technical and non-technical issues.
•Strong attention to detail and excellent problem-solving skills
•Excellent written and oral communication skills, including translating findings into compelling recommendations, polished deliverables, and actionable solutions.
•Business Development/Account management/Sales experience with strong technical background is advantageous.
•Proven ability to communicate with business and technical audiences at all levels, including demonstrated success influencing senior leaders and decision makers.
•Knowledge or experience in the Payments or Gift Card industry and experience with Salesforce.com or other CRM systems.
•Familiarity with API logging tools and ability to translate detailed information about API request and response based on API logs.
•Demonstrated ability to dive deep in understanding our business, projects, and opportunities to improve the outcomes of our largest strategic projects and programs.
•Advanced computer literacy in Microsoft Office (especially MS Excel) applications.
•Fluent in extracting data through SQL or other means (Looker, Tableau, Elastic)
•Experience with Linux & AWS Infrastructure(Lambda, S3)
•Basic knowledge of at least one general purpose programming languages is preferred (Java, C#, Python, JavaScript).