Amazon

Program Manager, Customer Experience

Posted On

Oct. 15, 2024

Location

Bengaluru, Karnataka

Experience Level

Freshers/Experienced

Job Type

Project/Program/Product Management--Non-Tech

Apply By

Jan. 28, 2025

Job Description

Amazon Pay's 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-starved 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.

JOB DESCRIPTION
Amazon Payments Customer experience team works relentlessly to support new business launches by setting up customers payment journey, define SOP for handling customer escalations and automating the manual efforts thereby improving scale and reliability. Cx Experience team is looking for an experienced Manager, who can work independently in a fast paced, ambiguous environment and will champion the customer experience across all Payment categories. The leader will thrive in a challenging workplace, manage ambiguity and complexity and support multiple simultaneous business needs while meeting ongoing and time-constraint compliance requirements.

Key job responsibilities
Eliminate defects at source for the Amazon Pay Team. Make customers' payment journey fast, friction free, trusted & convenient at scale

A day in the life
1. Program Management - Defect reduction and process improvement program, Empowering CS associates with tools to provide First Contact Resolution, Escalation TAT reduction, Automation of manual process by partnering with Smart Automation tech team, Working on CS inefficacies with partner teams
2. Lead the customer trustbuster program to identify crucial customer experience gaps through data analytics and contact mining.
3. People/Stakeholder Management - Partnering with product/category team to review customer journey during new launches
4. Grievance management- handling RBI reporting and deep dive on customer and merchant grievances for Amazon Pay. Responsible for affecting new policy changes as well.

Key job responsibilities
Eliminate defects at source for the Amazon Pay Team. Make customers' payment journey fast, friction free, trusted & convenient at scale

A day in the life
1. Program Management - Defect reduction and process improvement program, Empowering CS associates with tools to provide First Contact Resolution, Escalation TAT reduction, Automation of manual process by partnering with Smart Automation tech team, Working on CS inefficacies with partner teams
2. Lead the customer trustbuster program to identify crucial customer experience gaps through data analytics and contact mining.
3. People/Stakeholder Management - Partnering with product/category team to review customer journey during new launches by creating SOP’s for escalation process and signoff on the SLA agreement. Additionally, managing escalations team (CERT) via operations manager.

About the team
Amazon Pay's 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-starved 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.

JOB DESCRIPTION
Amazon Payments Customer experience team works relentlessly to support new business launches by setting up customers payment journey, define SOP for handling customer escalations and automating the manual efforts thereby improving scale and reliability. Cx Experience team is looking for an experienced Manager, who can work independently in a fast paced, ambiguous environment and will champion the customer experience across all Payment categories. The leader will thrive in a challenging workplace, manage ambiguity and complexity and support multiple simultaneous business needs while meeting ongoing and time-constraint compliance requirements.

Key job responsibilities
Eliminate defects at source for the Amazon Pay Team. Make customers' payment journey fast, friction free, trusted & convenient at scale

A day in the life
1. Program Management - Defect reduction and process improvement program, Empowering CS associates with tools to provide First Contact Resolution, Escalation TAT reduction, Automation of manual process by partnering with Smart Automation tech team, Working on CS inefficacies with partner teams
2. Lead the customer trustbuster program to identify crucial customer experience gaps through data analytics and contact mining.
3. People/Stakeholder Management - Partnering with product/category team to review customer journey during new launches by creating SOP’s for escalation process and signoff on the SLA agreement. Additionally, managing escalations team (CERT) via operations manager.

About the team
Our Team's 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.

Our Team's Mission is to make customers' payment journey fast, friction-free, trusted and convenient across channels by eliminating defects at source, listening intently to our customers, 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

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