Senior Program Manager, Online Merchants is the single threaded owner for merchant experience supporting top brands across the country with onboarding onto Amazon Pay, post-transaction support including settlements, MIS and reporting. Additionally this role also supports Payment Aggregator (PAPG) requirements for the online business, and acts as an SME for other teams seeking to utilize the Login and Pay with Amazon (LPA) tech stack
Key job responsibilities
Program Manager role owns identifying, defining and executing process enhancements and surfacing features to improve LPA product based on customer and merchant feedback, data analysis, and competitive benchmarking. The role partners with stakeholders to drive merchant experience initiatives carrying large business impact in terms of driving merchant experience and preference for Amazon Pay. The other key responsibility is to ensure readiness of system support and business teams for any new product or merchant launches as well as compliance/audit requirements. The leader in this role works with stakeholders across Amazon Pay and partners with engineering team as well as product teams outside of the organization.
Responsibilities
(i)Merchant experience - Single Point of contact to manage all pre- and post-onboarding operations, settlement, tax processes, refunds/chargeback issues, reporting and platform (Seller Central) related queries or support requirements.
(ii) Set-up and Manage Compliance programs – Set up and track tools like EverCompliant (EC) and operations support mechanisms to implement Amazon Authorized Use Policy (AUP) for large merchant selection on-boarded via Aggregators. This involves end to end process set up, identifying and resolving blockers, internal teams’ partnership, escalation management, monitoring the risk/misses and feedback for continuous improvement.
(iii) Partner with Product and Tech teams – Track customer + merchant pain points and benchmarking gaps, surfacing to the product team and engaging to plan for fixes and new features on the roadmap to scale the business.
(iv) Manage support teams – Single point of contact to manage support teams’ readiness (TRMS, Bank chargebacks, BizOps, CS), solve their issues and track their performance.
(v) Automation of projects – Invent and simplify urgent/short-term automation requirements by leveraging existing teams and tools, partner with stakeholder teams like Tax and Seller Central to influence automation for Online Merchant projects on their roadmaps
A day in the life
We are open to hiring candidates to work out of one of the following locations:
Bengaluru, KA, IND
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
- 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
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