Program Manager, Amazon Pay - Credit and Lending

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

We are seeking a detail-oriented Program Manager to join our Co-Branded Credit Cards team. role is with the Co-brand credit cards team, in the Credit and Lending org at Amazon Pay. If you are a go getter, with motivation to resolve customer facing issues ground up, then this is the perfect role for you. You would work in a fast paced environment, in a smart and agile team at Amazon Pay, collaborate with external partners to drive key priorities for the CBCC program. In this role, you will be responsible for managing key operational aspects of our credit card partnership with ICICI Bank, with a focus on promotions, customer service excellence, and business reviews.Key job responsibilities

• Lead the execution of off-Amazon promotional campaigns in collaboration with ICICI Bank, ensuring seamless implementation and tracking of promotional activities
• Own and manage the partner Weekly Business Review (WBR) mechanism:
  

oTrack and present key performance metrics
oDrive accountability for action itemsoEnsure effective communication between stakeholders

• Customer Service Excellence:
  

oManage high-priority customer escalations
oReview and optimize Customer Service Standard Operating Procedures (SOPs)oConduct regular analysis of customer service data to identify trends and areas for improvementoMonitor CS agent adherence to approved communication guidelinesoImplement process improvements based on customer feedback

• Internal Operations:
  

oOwn and drive the internal pre-WBR process, close looping on action itemsoCoordinate with cross-functional teams to ensure alignment on deliverablesoShare progress updates on key metrics to Payments leaderships

About The Team

The CBCC card is India&aposs largest co-branded credit card portfolio. This product is driven by a fast paced team of product, marketing, business managers, who work closely with tech and external partners to solve key customer challenges and enhance experiences.

Basic Qualifications

• 2+ years of program or project management experience
• Bachelor&aposs degree or equivalent
• Experience with SQL
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
  

Preferred Qualifications

• Knowledge of Lean principles and DMAIC methodology
• Experience in MS Access and SQL
• Experience in requirement gathering and ability to write clear and detailed requirement document
  

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