Program Manager, Customer Experience

Amazon Pays vision is to simplify lives and fulfill aspirations by making payments trusted, convenient and rewarding. Payments and financial services is a fast-paced and dynamic landscape with evolving customer needs, technologies and regulations. Amazon Pay caters to diverse customer preferences across cash habituated, new-to-credit, digital-native, and credit-served customers through innovative products such as buy now pay later, cash deposit at doorstep, pay with Alexa, co-branded credit card, gift cards, UPI, auto-insurance and Smart Stores. Customers use Amazon Pay to pay for virtually anything including shopping, bills, money transfers, scan & pay, ticketing, cabs, food delivery and more. Thus, we seek to serve customers payments, credit, investment and insurance needs on and off Amazon.

To succeed in this role, you must be an entrepreneur who is not afraid to challenge status-quo, invent new playbooks, move fast, and deliver value-propositions which delight customers at an unprecedented scale.

This is a great opportunity for those with a missionary zeal to be part of building a successful, sustainable, strategic and independently profitable business with 10x scale by serving 100M payers within the next 2-3 years. We are obsessed with delivering delightful customer experiences and revolutionizing Digital Payments in India by making every payment journey trusted, convenient and rewarding.

As a Program Manager, you will lead projects for cross-functional teams focused on the delivery of a new feature, service, product, or system. You will gather business requirements, document functional and design specifications, identify appropriate resources needed, assemble the right project team, assign individual responsibilities, and develop the milestones and launch schedule to ensure timely and successful delivery of the project. You will contribute cross-functional business and technical skills, assess and manage risks, measure and report on progress, anticipate and resolve bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs with the technical constraints. The role will will rely heavily on influence over authority to drive project deliverables.

Rest assured, there are no dull moments in this space!!!


Key job responsibilities
The role will be responsible for one of the flagship payments goals around delivering customer experience at a high quality and low cost structure leveraging product solutions.

Customer Experience and defect reduction
1: Partner with Business, Customer Service and Finance to drive down cost of service for Amazon Pay, by establishing impact of service delay, service quality, upstream product metrics movement, self-service coverage etc. on increased contacts and escalations

2. Design and lead the Refunds Experience program to identify crucial customer experience gaps, be the single point of contact on providing leadership updates on the status of open trustbusters and path to green.

3. Work with business/products to define, plan and prioritize the projects that need to be implemented to reduce customer experience gaps and monitor the execution of projects to ensure overall integrity of the program.

4. Create the prioritization framework and long term roadmap to drive self-service issue resolution, manage the dependencies and the interfaces between use cases and negotiate the trade-offs as needed

Merchant Experience:

1. Drive the merchant service experience roadmap for 8MM+ unorganized and organized pay merchants, manage projects across business, CS and Seller Support to improve merchant contact experience, operational delivery and defect reduction



A day in the life
As a Senior Program Manager, you will
Root cause customer pain points
Work with partner teams to invent solutions by being the voice of our customer
Track progress of solutions and highlight/ problem solve in case of any constraints
Design and monitor key metrics to assess CX health and take mitigating actions in case of any issues
Engage with senior leadership to communicate both strategic vision as well as tactical updates


About the team
The Customer Experience Teams Vision is to simplify lives by providing best in class experience to our customers and merchants across payment products & services in a cost-efficient manner.
The Customer Experience Teams Mission is to make customers payment journey fast, friction-free, trusted and convenient across channels by listening intently, deriving deep rooted insights and executing against them relentlessly.
- 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