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.
The role requires engaging with various teams in Amazon to understand customer pain points in Payments and build mechanisms and processes to eliminate these pain points. Build robust operational processes and drive continuous improvements through customer anecdotes. Manage incidents related to Payments, trouble shoot, engage internal and external teams to mitigate customer impact and fix problems. Drive Payments Incident Management process to manage critical escalations, customer facing communications, and handling large-scale customer impacting events. Drive operational excellence and improvements to the overall customer experience. Supports a wide range of technology platforms across several countries and closely work with team of engineers to streamline transaction monitoring, anomaly detection and ongoing issues impacting customer’s ability to make Payments on Amazon websites. Manage real-time support, communication, escalation, reporting, and root cause analysis of software outage events that impact the Amazon customer experience. You will work with Incident Management team who handles escalations from various teams through tickets and guide them as Payments Subject Matter Expert, build SOPs, processes, automations to reduce incoming tickets. You are required to work with external Payments Partners to drive continuous improvements on core metrics and escalation issues which are impacting customers.
Deliver timely, accurate and professional technical support and information to all key stakeholders around the world including both business and technical audiences.
Responsible for the day-to-day operations & set up mechanisms/processes to monitor payment success rates 24x7 across banks, partners, merchants and improve the same through operational excellence. Become SME (subject matter expert) for existing payments technologies as well as new technologies as they emerge.
A solid background in business operations and a technical background 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. You should have experience working with technology and engineering teams and have knowledge on payment processing.
Key job responsibilities
• A Bachelor’s Degree at a well-regarded Institution in an Analytical Field (Economics, Computer Science, Mathematics, Statistics or Finance)
• Drive the resolution of large scale customer impacting incidents as part of a team rotation
• Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams.
• Lead projects and virtual teams to drive operational improvements
• Program management working together with technical teams to improve payments products and customer experience
• 5+ 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.
• Should have Incident Management Experience.
• Must derive metrics from data and track these metrics.
• 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.
• 8+ years of work experience analyzing data with strong statistical and Quantitative Modeling.
• 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.
• Should be able to work in flexible shifts.
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules