Program Manager, Payment Business Operations

Are you passionate about customer experience? Can you help drive operational performance and have a track record of contributing on key initiatives? Are you successful at influencing others to deliver when faced with competing priorities? Are you comfortable serving as a point of contact for external partners while primarily driving internal operational excellence?

Payment Business Operations manages relationships with 50+ payment partners worldwide, including credit card gateways and acquirers, co-branded credit cards, private label cards, foreign exchange programs, and more. The Business Operations team supports the larger payments platform, working closely with product management, software development, and technical operations. Locally, Payments Business Operations works closely with internal clients such as Customer Service, Finance, Accounting, and Fraud, as well as third-party partners and banks relied upon to process payments. This team facilitates the local operational relationship with third-party payment partners, advocating for customer experience and applying operational improvements. Additionally, this team is responsible for supporting operational efficiencies and escalation reduction opportunities. Come and experience a company and team who put customers first!

The Business Operations Program Manager is responsible for driving operational excellence within payments, with a primary focus on internal operations and cross-functional collaboration. This role will partner with internal customers to identify points of friction, build a business case, propose requirements, and advocate for customer experience improvement projects.

The ideal candidate is a motivated self-starter who can work independently in a fast-paced, ambiguous environment with limited supervision. You are a fast learner who can quickly absorb the nuances of Amazon's varied payment offerings and the behavior of Amazon's internal systems. You are analytical in your decision-making, with a demonstrated ability to drive issues to completion. Experience in the banking or payments industry is preferred.

Key job responsibilities
- Operational Issue Management: Serve as a primary point of contact for operational trouble tickets, triaging, tracking, and driving issues to resolution in a timely manner while communicating status updates to relevant stakeholders.
- Cross-functional Team Support: Act as an operational backbone for the team by facilitating workflows, removing blockers, and providing hands-on support to ensure the team's various initiatives and ongoing responsibilities progress smoothly and efficiently.
- Process Improvement: Identify opportunities to reduce escalations and improve operational efficiency; propose and implement scalable solutions in collaboration with internal and external stakeholders.
- Regulatory Issue Management: Serve as a primary point of contact for inquiries related to regulatory requirements, coordinating with external payment partners and internal stakeholders to ensure accurate understanding and appropriate handling of compliance-related questions.
- External Partner Engagement: Serve as a point of contact for external payment partners, addressing operational inquiries and coordinating on day-to-day matters to ensure smooth collaboration and uphold service quality and customer experience standards.

About the team
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Basic Qualifications

- 3+ years of program or project management experience
- Bachelor's degree or equivalent
- Experience working cross functionally with tech and non-tech teams
- Experience using data and metrics to determine and drive improvements
- Experience working with and managing third party vendors
- Fluency in Japanese and business-level English communication skills (verbal and written)

Preferred Qualifications

- Experience working in e-commerce / retail / supply chain / financial services business

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