Description

Over the past 20 years, Amazon has reinvented on behalf of the consumer and has become the largest internet retailer and marketplace in the world with over $100 billion in revenue globally.

Amazon is now reinventing on behalf of the business customer and focused on building the largest and most innovative Business-to-Business (B2B) marketplace in the world, and we are recruiting to make this vision a reality within the Amazon Consumer Payments Organization, to make the customer’s procure to pay experience delightful.

We, within the Business Experience Payments team, help enable various payment methods for business customers while simultaneously building features that empower a great customer paying experience. Our team also strategically evaluates emerging payments landscape and recommends investments in areas and capabilities which we believe will define the future of business payments.

As a senior program manager, you will oversee strategic programs for collating customer insights to help inform our product strategy and roadmap, and help bring new product innovations and payments experiences to life.

Key job responsibilities

• Coordinate across key stakeholder groups including fraud, technology, Sales, Marketing etc. to drive programs that will offer new and delightful experiences to customers and stakeholders.

• Drive program objectives – provide program management and define project plans, manage implementation activities, and develop processes, documentation and communications for program/process rollout and ongoing support.

• Scale services and tools – design processes and procedures that scale with the business’ growth in volume, complexity, marketplace.

• Define key performance indicators – develop metrics and service level agreements for core programs and processes, and track delivery against program objectives.

• Build, establish and run escalation mechanisms to respond to customer needs in a time sensitive manner.

• Maintain, optimize, and update databases, dashboards, and mechanisms to report key customer insights and/or provide access to them to stakeholders across multiple teams.

• Communicate new/updated programs, policies, and processes to leaders, employees, and cross functional organizations.

• Provide communication support to engage with AB customers and external stakeholders to fulfill direct CX insights and research objectives.

• Negotiate efficient and reliable processes and policies across partner teams to systematically eliminate dependencies and defects.

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

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

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

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 $104,100/year in our lowest geographic market up to $185,000/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.