A successful operations program manager in this team would be a meticulous organizer, adept at managing biller requests, analyzing metrics, and driving improvements. They would possess strong communication skills, collaborating effectively with internal and external stakeholders. With a keen eye for detail, they prioritize tasks, manage vendor resources, and implement promotional programs efficiently. They excel in problem-solving, conducting customer connects and perform data analysis to address root causes, and making data-driven decisions. They would also identify opportunities to reduce wastage & streamline processes and enhance efficiency, while maintaining clear project communication and ensuring timely resolution of customer escalations.
Key job responsibilities
Biller management:
· Manages, Audits & Reconciles all vendor elements such as Invoice management from fulfillers, billers and carries out monthly selection audit and proactively taking inputs from category lead & billers & managing other biller requests
· Communicating with external customers (Billers, Fulfillers & marketing agencies) and internal customers (Finance, CS Ops, Category, Rewards & tech)
· Creates and manages contractual agreements
Category Ops
· Owns end-to-end reward promotion for GTM go-live every month on time and does the QA of the promotions.
· Program manages with rewards, finance, business & marketing teams to carry out the GTM of the category
· Coordinate with Finance, CS, FC and Projects team to matters related to SC operations.
Customer Escalation management
· Monitors & addresses all customer elements (e.g., CS scalations outputs, site experience, team performance), performs deep dive analysis on problems to understand root causes and makes decisions based on data
· You organize, analyze and action on the Customer feedback from different sources( CS Team, Internal employees, Direct social media escalations) to resolve customer escalations within TAT.
Automation:
· Ability to pull data from Excel, SQL databases and perform reporting and analysis
A day in the life
Day-to-day activities involve managing biller requests, analyzing metrics for decision-making, communicating with stakeholders, implementing promotional programs, resolving customer escalations, coordinating with various teams, identifying opportunities for process improvement, and driving automation initiatives.External stakeholders include billers, fulfillers, marketing agencies, and telcos. Internal stakeholders consist of finance, customer service operations, category management, rewards, technology, and marketing teams.
About the team
About Amazon Pay and About Bill Payments & Financial Services: Amazon Pay is a fast growing organization within Amazon pioneering the next wave of customer acquisition & engagement. Bill Payments and Financial Services (BP-FSP) is the largest high frequency category within Amazon Pay where customers can conveniently make their everyday payments and avail exciting rewards. It is an exciting team to work as we are shaping the future growth of Amazon brick-by-brick, by revolutionizing how customers pay for their everyday needs by solving interesting problems in their journey.
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
- 1+ years of sales experience
- Bachelor's degree
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