Senior Program Manager – Customer Experience, Customer Experience, BRP

DESCRIPTION

Have you ever thought about what it takes to detect and prevent fraudulent purchases among millions of e-Commerce transactions in different countries? What would you do to create a trusted marketplace where customers can safely transact online? What kinds of solutions and systems would you build to maximize customer satisfaction?

We are seeking a Senior Program Manager who is passionate about process and systemic improvement initiatives in the Payments Fraud space to reduce defects and improve experience for our customers. The PM will be responsible to build out mechanisms to improve CX and integrate the techniques into Payment Risk business unit. The PM will understand customer pain points and respond to the key challenges and successes of BRP programs.

Roles and Responsibilities:

Project Management:

1. Gather requirements, document functional specifications, identify stakeholders and process partners, identify defects and gaps, contribute cross-functional solutions, assess and manage risks, measure and report on progress, anticipate and resolve bottlenecks and make tradeoffs.

2. Conduct customer research, identify gaps in product/experience offering, and design solutions that address unmet customer needs

3. Drive product awareness and adoption: Identify opportunities and support program improvements.

Reporting:

1. Deliver progress of multiple projects providing regular updates to senior leadership.

2. Monitor and report risks with actionable insights; anticipate and resolve roadblocks.

3. Provide strategic recommendations to leadership to proactively address systemic issues.

Results & Accountability:

1. Challenge assumptions of why a process or service failed; ask the tough questions to get to the root of the problem.

2. Commitment towards goals and outcomes and to ensure completion within established timeframes.

3. Clears blockers, escalates appropriately

Collaboration and Team Management:

1. Manage partner relations, performance and customer experience, set objectives and success criteria, and drive towards operational excellence.

2. Partners with global process owners, Site leaders, Operation managers in identifying, defining and executing various process improvement projects

3. Collaborate to refine and improve the workflow between teams, ensuring timelines are met on all sides.

In this role you will work closely with Ops, Product, Tech, Machine Learning, Engineering and Data analysts to streamline development of initiatives to solve for experience for our buyers, at scale–ultimately to help customers shop safely at Amazon.

BASIC QUALIFICATIONS

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Experience implementing repeatable processes and driving automation or standardization
• Experience working cross functionally with tech and non-tech teams
• 5+ years of defining and executing against program timeline & requirements experience

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
• Experience in complex problem solving, and working in a tight schedule environment

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