Program Manager, Payment Business Operation

This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

DESCRIPTION:
At Amazon LATAM we value Diversity, Equity and Inclusion (DEI) in all our job positions, therefore, we act intentionally so that our internal environment reflects the plurality of the businesses we play and the customers we serve.

In LATAM, we have a Diversity, Equity and Inclusion squad, which is formed by representatives from different roles and areas, as we understand that this agenda must have different perspectives and multiple experiences. Our leadership is committed and understands more and more their role in sharing and acting on our leadership principles, with the purpose of 'Strive to Be Earth's Best Employer'. Understanding our responsibility and our need for change, we are conscientious that 'Success and Scale Bring Broad Responsibility'

Our affinity groups are built from and by volunteers from different businesses and they are an active part of our DE&I strategies definition. Besides that, they act as ambassadors of this agenda, and they will support you from Day1. Remember, at Amazon 'It's always Day1'. Our groups are organized in the following fronts: BEN - Black Employee Network, Women@Amazon, Glamazon (LGBTQIA+) and People With Disabilities.
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Amazon is looking for an experienced Program Manager to lead the Payments Refund Program in their Payment Business Operation team. The role involves diving deep into Payment experience in Latam to address pain points that harms customers in BR, ELA (Emerging Latam Countries) and MX leading to contacts and decrease in engagement.

We are looking for someone who can work independently in a fast-paced, technical environment. The candidate should be a problem solver with experience in relationship management, cross reference roadmaps, and delivering results.

We are looking for a candidate who is smart, innovative, and can drive results with different teams. Effective English skills are necessary for regular communication with stakeholders worldwide in this position.

Key job responsibilities
• Program management working together with technical teams to improve payments products and customer experience
• Strong data analysis experience, extracting insights that drives business decisions
• Dive deep into internal and external data to understand Payments gaps within Amazon.
• Work backward from customer's pain points and translate them into actionable improvement plans.
• Evaluate payment partners, benchmarks learning from other geos and improve Amazon's payment operations to reduce friction in payment experience.
• Work with engineering and product teams to prioritize, scope and rollout fixes or additional features with track of success metrics to assure completeness.

Basic Qualification
- Product or program management, product marketing, business development or technology experience;
- Bachelor's degree or equivalent;
- Experience owning/driving roadmap strategy and definition;
- Experience with end to end product delivery;
- Experience with feature delivery and tradeoffs of a product;
- Experience as a product manager or owner;
- Experience owning technology products;
- Advanced English.

Preferred Qualifications

- Experience in influencing senior leadership through data driven insights;
- Experience working across functional teams and senior stakeholders;
- Experience in data analyzes.
- Knowledge of key customer experience metrics and methodology (e.g., NPS).
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

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.