Senior Program Manager, CX

Job  | Amazon Pay (India) Private Limited

This role is part of the rekindle returnship program.

Note:

For more details on rekindle program, please visit https://(Use the "Apply for this Job" box below)./rekindle。

This role entails Customer experience, program management for defect reduction and overall customer experience improvement. You will also closely work with external vendors to drive some of the key projects.

How can you tell if your customers are happy with your product? What drives customer loyalty and happiness? Offers, fast fulfillment, product features or a streamlined UI? This is one of the challenges of the Amazon Pay customer experience team to answer at scale for the millions of customers for a variety of products including EMI, credit card, UPI, bill payments.

Our mission is to work customer backwards from the end-to-end payment journey to radically improve overall transaction experience. Our team is equal parts user research, data analytics and customer experience related product or process improvement consultancy.

In this role your day would have a mix of stakeholder interactions, third party vendor meetings and data deep dives and you will manage the following:

• Stakeholder Management:
  Manage and influence cross-functional stakeholders across Payments, Tech, and Product to align priorities, resolve dependencies, and drive execution.
• Leadership Scorecards and Reporting:
  Own leadership scorecards and reporting to provide accurate, timely, and insight-driven visibility into Payments performance and defect trends.
• Defect Reduction Across Payments:
  Drive defect reduction initiatives across multiple Payments categories through root-cause analysis, process improvements, and cross-team collaboration.

• 5+ years of working cross-functionally with tech and non-tech teams.
• 5+ years of program or project management experience.
• 5+ years of delivering cross-functional projects experience.
• Experience in complex problem solving, and working in a tight schedule environment.

• 6+ years of Business strategy or Non-Tech Program Management experience.
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field.

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