Sr. Manager Program Management, Payment Risk Operations

Job Description

At Amazon, were working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customerAs the Sr. Manager of Amazon Payment Risk Operations team, you will be responsible for providing the overall management for a team of ~500 employees and direct leadership to the operations team, overseeing and developing employee performance and process improvement activities. Buyer Risk Operations conducts risk reviews on buyer accounts with investigatory resources and tools to validate orders/accounts. The group has responsibility for taking appropriate actions on order transactions or customer accounts to protect Amazon customers from risk of account takeover and to prevent /mitigate bad debit. The team aims and works towards zero fraud, zero account takeovers, zero false positives, and zero scams of any kind. The team seeks the best possible trade-off between customer experience and risk related losses, and when they have to make difficult choices, they will err towards the customer experience. You will be responsible for building and maintaining SOP s, implementing, managing and reporting through Metrics, Service Level Agreements and Key Performance Indicators through Strategic Leadership and Vision, Daily Operational Management and Continuous Process improvements. You will be responsible for building operational cadences and review mechanisms to enable the team to achieve performance standards. You will have a strong voice in the forecasting accuracy of investigations, the necessary staffing requirements to achieve SLAs, and in ensuring all coaching, training needs are met. You will also support Bend the Curve initiatives to improve efficiency, eliminate the need for enforcement through root cause elimination, and identify and support automation opportunities. As automation increases, the remainder of our manual investigations become more complex requiring the manager to build and deploy innovative mechanisms to meet both our productivity and decision quality goals. You will be a functional Operations owner, who works closely with the global program owners to design and deploy business strategies for enhanced Customer experience, including SLAs, First Contact Resolution, feedback on policies and decision quality and overall tools enhancements. You will be working in a fast-paced environment where every day brings unique new challenges and new opportunities. As new use cases emerge, you must quickly adjust, onboard and train employees to take on new processes. You must ensure that SOPs, work processes and trainings meet standards and then ensure a successful ramp and execution. As SOP s/ Policies evolve, due to addition of new stores and changing regulations, and new enforcements are added, you will be required to deploy innovative mechanisms to accommodate new complexities, risks and makes adjustments in the operating environment for consistent delivery. You should have excellent business and communication skills and be able to work with senior management globally, site peers and world wide business stakeholders. You will bring innovation, a strategic perspective, a passionate voice, and an ability to prioritize and execute on a fast-moving set of priorities, competitive pressures, and operational initiatives. You will partner closely with machine learning, product, technology, and program teams to define and build innovative and delightful experiences for drivers and customers. You must be highly analytical, able to work extremely effectively in a matrix organization, and have the ability to break complex problems down into steps that drive product development at Amazon speed. You will set the tempo for defect reduction through continuous improvement and drive accountability across multiple business units in order to deliver large scale high visibility/ high impact projects. You will lead by example to be just as passionate about operational performance and predictability as you will be about all other aspects of customer experience. You will be required to build a strong culture within the teams driving towards excellence in execution (Deliver Results) and Employee Success/Employee Experience. You must demonstrate the ability to hire and develop strong leaders, have a genuine passion for people, and coaches them to deliver exceptional levels of performance. You must demonstrate the commitment to DEI through building a culture of inclusivity, ensuring equity in our people processes and hire a diverse team of employees.Key job responsibilities Manage a team of 2-3 Operations managers and an overall operations team of ~500 employees The right individual will have solid business judgment, effectively communicate team goals, and drive a fast paced organization to deliver results with a focused and pragmatic approach to the business Achieve operational excellence and drive process improvements Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership, as well as serving as an outstanding role model Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders including succession planning. Act as proponent for DEI Manage and execute for defined metrics and quality, maintain clear metrics on our investigation handling volumes, performance, and decision quality Possess superior analytical abilities and judgment. Use quantitative and qualitative data to prioritize and influence, show creativity, experimentation and innovation, and drive projects with urgency in this fast-paced environment The managers success will be measured by their ability to drive operational efficiencies across all processing areas whilst improving internal and external customer experience Keys to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills. This role blends operations and program managementWe are open to hiring candidates to work out of one of the following locations:Bangalore, KA, IND, - 9+ years of program or project management experience- Experience managing teams - MBA

Keyskills :
delivery managementbudget forecastingcompliancefinancial managementinvoicingkey performance indicatorsuse casesroot causerisk reviewsservice leveltraining needsbusiness unitswork processestrain employeesmachine learningqualitative datapeop