DescriptionAmazon Pay (APAY) is a high growth startup business within Amazon. Started in 2015, APAY is now available in 18 countries, allowing buyers to leverage Amazon’s trusted, convenient, and rewarding wallet for 3rd party purchase experiences online. This is a fast moving space with the aim to grow by 20x over the next few years.The APAY Program Team is responsible for driving policy and process simplification across merchants and external partners, and setup control mechanisms to safeguard customer experience. This Program Manager role will be the single threaded leader merchant experience and compliance programs and operations globally. They'll work with multiple stakeholders to build robust processes, operations, identify and address opportunities and gaps, and implement improvements, systems, reports, and measurements. They'll also standardize and automate processes to drive efficiency and scalability across APAY, ensuring overall program service levels and compliance.The ideal candidate is highly organized, builds trusting relationships with internal stakeholders at various levels across the organization, adapts quickly to changing demands, demonstrates critical inquiry, attention to detail, and effectively articulates recommendations/conclusions verbally and written. Strong project management skills plus a proven ability to help design and implement tools/processes are critical to the success in this role.The ideal candidate is highly organized, builds trusting relationships with internal stakeholders at various levels across the organization, adapts quickly to changing demands, demonstrates critical inquiry, attention to detail, and effectively articulates recommendations/conclusions verbally and written. Strong project management skills plus a proven ability to help design and implement tools/processes are critical to the success in this role.Key job responsibilities
Manage global merchant experience and compliance programs and goals
Develop processes, mechanisms and Standard Operating Procedures (SOPs)
Manage global operational performance, and allocation of budget, headcounts and resources
Perform data analysis, translate analytic insights into concrete, actionable recommendations for operational, program or product improvements
Collaborate with business operations, product, marketing, risk, compliance, vendor and other partners identify and implement program-wide improvement goals
Create processes and mechanisms that increase scalability while protecting our customers and business
Work with product and tech to implement changes and updates
Manage customer escalations and exception requests
Perform root cause analysis and corrective action plan for issues, escalations, and performance gaps
Maintain excellent written and verbal communication, including reports, metrics, dashboards, and leadership updates
We are open to hiring candidates to work out of one of the following locations:Seattle, WA, USABasic Qualifications
3+ years of program or project management experience
Experience in defining and implementing process improvement initiatives using data and metrics
Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
Experience using data and metrics to determine and drive improvements
Experience working cross functionally with tech and non-tech teams
Preferred Qualifications
2+ years of driving process improvements experience
2+ years of driving end to end delivery, and communicating results to senior leadership experience
Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
Experience building processes, project management, and schedules
Experience with compliance processes (e.g. KYC, CDD, EDD, SAM, AUP etc.)
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.