Operations Program Manager

Working in a dynamic environment, you will be responsible for making sure the experience for our customer and sellers is seamless.

Your key responsibilities include but are not limited to:

• Delivers medium to large scale projects from initiation through delivery.
• Writes effective functional specifications based on business requirements.
• Identifies key milestones. Documents and manages project schedule with input from program/project team.
• Set up & manage metrics for processes such as Refunds, Disbursements etc. for all payment methods (Success Rate, SLA etc.)
• Recommend business actions based on analytical findings. Includes defining new metrics, techniques, and strategies to improve the metrics.
• Understand how the payments systems work from the core, to the design & capabilities.
• Work with multiple teams like Tech, Product and Business to sort out existing issues and help build long term solutions
• Work on Customer escalations. Identify issues and fix them. Use Amazon’s tools to problem solve and validate solutions.
• Work with internal & external Partners (Banks, Processors, network & Acquirers) as part of process and make sure the experience is seamless.
• Lead programs to drive automation of manual efforts throughout the end to end business process.
• Create SOPs for various payment processes like Transaction failures management, refund, disbursements recon and help Operations team to make right decisions.
• Identify & fix experience gaps like resolving controllable failure reasons through the eco-system.
• Drive self-service for initiatives such as seller Support, Customer Service for refunds, disbursements related contacts
• Analyze trends at industry level and other relevant data and come up with opportunities to improve the experience with effective and innovative solutions.

The successful candidate will:

• Demonstrate intense Customer/Seller focus and highest level of integrity, intellectual honesty, and strong work ethic.
• Be sharp, analytical, and thoughtful. Thoroughly thinks through problems to come up with solutions.
• Proven ability to successfully thrive in an ambiguous environment and changing market conditions.
• Takes initiative. Doesn't wait to be asked. Plans efficiently while avoiding analysis paralysis.
• Strong team player, acts like an owner, and ultimately focused on delivering results with high standards.
• High attention to detail and proven ability to manage multiple, competing priorities simultaneously.
• Superior verbal and written communications skills; particularly, the ability to deliver analysis in a clear and actionable format. Deliver effective presentations of findings and recommendations to multiple levels of stakeholders.