Program Manager, Merchant Support, Amazon Pay

We’re currently looking for a highly skilled Program Manager, Merchant Support to join our team. In that role you will be responsible for driving programs to improve Amazon Pay’s Merchant support operations across Americas and Europe. Operating as a product expert and customer advocate, you will act as a liaison between the Amazon Pay business and our support partners. You will identify and drive programs that improve our merchant experiences and drive down overall contacts by providing easier ways for customers to self-serve. You will develop and own program execution across all stages from concept to delivery, establish and measure success metrics, and ensure overall timely program delivery.

The ideal candidate will have deep knowledge of the enterprise support processes and operations, ecommerce experience, and understanding of program management best practices. They should have already demonstrated their ability to think strategically and analytically about business, product, and technical challenges, and should be able working cross-organizationally to build consensus. We require an individual who is a simplifier that will creatively identify ways to remove roadblocks and ensure timely delivery of programs. A keen sense of ownership, drive, and entrepreneurship is a must.

Key job responsibilities

• Ensure Merchants that offer Amazon Pay in Americas and Europe regions are provided with consistent and high-quality support via suitable support partners.
• Manage these support partners, including alignment on goals, measurement and review of relevant support KPIs, and taking our partners accountable for their performance.
• Ensure our support partners are provided with all needed information and requirements about current and future products / features, and partners create suitable standard operating procedures out of them.
• Audit support and training content, and consult our partners in creating suitable processes and content to maintain and improve merchant satisfaction.
• Ensure that there are suitable escalations paths and regular inspection of their performance.
• Listen to the voice of the customer by the merchants, identify friction points and quantify impact of them, and kick off and manage programs to fix the most significant ones together with support partners, Product and Engineering teams.
• Drive down customer contacts by kicking off and implementing programs that enhance self-service options and reduce customer pain points.
• Create detailed project plans with relevant milestones and critical timelines defined.
• Prepare and give business reviews to the senior management team regarding progress, keys support metrics, roadblocks, and action plans.

About the team

Amazon Payments provides consumers and merchants the simple and trusted way to pay and get paid online through multiple access channels. Amazon Payments allows more than 250 Million Amazon buyers to login, pay and get items shipped to their preferred destinations on a merchant’s website securely using their payment and address information that is stored on Amazon.com. Our goal is to become the method that every customer chooses to pay a merchant, worldwide.

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