Program Manager, CE, Payment Risk, Customer Engagement
Share
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Customer Engagement Team is looking for a Program Manager to own the execution for reducing friction and accurate contact automation WW for Payment this role you will assume primary responsibility for identifying root cause and preparing initial call-outs with associated solution (both short and long term as needed) while driving improvements against incorrect contact resolutions expanding the scope across multiple functions and enhancing CX. The ideal candidate will possess both analytical and program management skills that enable them to standardize methodologies and data to develop and successfully implement this role you will experience a wide range of problem-solving situations tactical to real-time requiring extensive use of data collection and analysis. You will assist in quarterly and weekly business reviews across Payment Risk to promote CE teams work increase stakeholder engagement and review advancements of the planned initiatives while tracking deadlines. You will work with data analysts and ML scientists audit & insights team and Payment Risk Operations to bring innovation and build conceptual framework through deep dive and root cause analysis.
Key job responsibilities
1) Drive data-oriented analysis adoption of technical solutions and process improvement projects to achieve operational and business goals.
2) Perform deep dive to identify the unique root cause and share the associated recommendation to improve customer experience.
3) Support expansion of contact automation initiatives from existing cohorts to new ones.
4) Mapping of impact with associated operational and business metrics.
5) Engage directly with key resources to proactively identify analyze and creatively solve blockers.
6) Create & maintain project documentation such as project plans functional requirements and specifications gap and dependency analyses risk analyses
7) Manage execution part of a small program. You will partner with stakeholders and/or managers to secure resources scope efforts set project priorities milestones and drive delivery to meet deadlines to meet program goals.
8) Optimizes cross-team processes that improve program efficacy and delivery.
About the team
Customer Engagement (CE) Program Team vision is to enhance Customer Experience (CX) by preventing fraud and unauthorized partnership with multiple stakeholders we drive efficiencies by scaling existing infrastructure reducing system redundancies and leading initiatives to automate manual processes thereby improving CX and reducing operational costs.
- 2 years of program or project management experience
- 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
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Key job responsibilities
1) Drive data-oriented analysis adoption of technical solutions and process improvement projects to achieve operational and business goals.
2) Perform deep dive to identify the unique root cause and share the associated recommendation to improve customer experience.
3) Support expansion of contact automation initiatives from existing cohorts to new ones.
4) Mapping of impact with associated operational and business metrics.
5) Engage directly with key resources to proactively identify analyze and creatively solve blockers.
6) Create & maintain project documentation such as project plans functional requirements and specifications gap and dependency analyses risk analyses
7) Manage execution part of a small program. You will partner with stakeholders and/or managers to secure resources scope efforts set project priorities milestones and drive delivery to meet deadlines to meet program goals.
8) Optimizes cross-team processes that improve program efficacy and delivery.
About the team
Customer Engagement (CE) Program Team vision is to enhance Customer Experience (CX) by preventing fraud and unauthorized partnership with multiple stakeholders we drive efficiencies by scaling existing infrastructure reducing system redundancies and leading initiatives to automate manual processes thereby improving CX and reducing operational costs.
- 2 years of program or project management experience
- 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
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Manager
Key Skills
- Business Development
- Employee Orientation
- Public Health
- Account Management
- VersionOne
- Conflict Management
- Project Management
- Relationship Management
- Team Management
- Customer relationship management
- Human Resources
- Public Speaking
About Company
AmaZone Cafe it is a very cosy place, focus on healthy food, where you can delight with your friends and family and try the best Acai, the famous brazillian fruit.
