Program Manager, Amazon Business Payment & Lending

Position Overview
The Amazon Business Payments team supports Amazons rapidly growing B2B business across North America Europe and Asia. We are a key enabler of Amazon Businesss growth and global expansion and have introduced many innovative payment products including invoice payment financing a small business co-brand credit card and a distinctive paying experience which supports the unique needs of large enterprises with thousands of buying accounts as well as small businesses with a single employee. We own the payment experience and the payment methods required to support every transaction on Amazon Business globally.
This position as a Program Manager is responsible for driving improvements to the payment customer experience for Amazon Business Japan. You will identify areas requiring service improvement from customer feedback and lead initiatives to address these challenges in collaboration with various domestic and international stakeholders. Additionally you will lead feature launches for Japan by working with product teams to define requirements needed for Japanese customers and coordinating with various internal departments. You will also support critical customer escalation cases.

Why This Position
Amazon Business is a rapidly growing business and we are looking for someone who can take initiative even in this highly dynamic environment. This position offers extensive exposure to product management processes and opportunities to collaborate with engineers and product managers making it an excellent career path toward becoming a Product Manager.
You will have opportunities to work closely with stakeholders overseas (US EU India etc.) as well as various departments in Japan (Go-To-Market Engineering Product Marketing Customer Service Operations Sales etc.) and lead global projects. This is a position where you can demonstrate your ability to quickly understand Amazons diverse payment services and internal processes make data-driven decisions and deliver projects and resolve issues end to end.


Key job responsibilities
Leading payment business operations and enhance operational excellence
Manage customer escalations end-to-end in a timely manner applying structured escalation procedures and coordinating with global stakeholders across Customer Service Operations Sales and other relevant functions to drive resolution.
Identify and implement process improvements by proactively reviewing existing internal workflows diagnosing root causes of friction and delivering targeted enhancements that measurably improve customer experience and operational efficiency.
Build and execute a data-driven serviceability strategy to reduce customer contacts including defining improvement initiatives aligning cross-functional teams on execution plans tracking output metrics and iterating with an agile approach to consistently meet timeline and goal commitments.
CX improvement product localization and improvement:
Continuously analyze root causes surfaced through daily customer voice and issue escalations identify actionable improvement opportunities quantify expected impact to prioritize initiatives and partner with the worldwide team to execute and deliver measurable CX improvements with full accountability.
Lead feature launches for Japan by working with product owners to confirm requirements needed for Japanese customers and leading projects together with relevant internal departments
Drive sustainable improvement of products and operational processes by staying attuned to evolving customer needs and adapting to changes in both internal and external environments. Enable stakeholders to fully leverage new and updated features by developing internal and external educational programs and building an efficient communication mechanism in partnership with GTM and Marketing teams to deliver consistent scalable messaging.

Metrics Management and Reporting
Regularly report program and project progress to leadership team
Represent business or product of Japan Amazon Business Payment & Lending in regular business reviews and senior leadership forums providing key updates
Conduct quantitative analysis to extract insights that enable decision-making enhance the customer experience and optimize required processes among internal stakeholders.

About the team
The Amazon B2B Payments and Lending team revolutionizes financial services for businesses of all sizes anywhere in the world enabling them to delight their customers and make a positive impact to the communities they serve. We never stop innovating to earn their trust by leveraging our scale insights and technology and raise the bar with simple secure and seamless solutions.

- 3 years of program or project management experience
- Experience in complex problem solving and working in a tight schedule environment
- 3 years of working cross functionally with tech and non-tech teams experience
- 3 years of defining and implementing process improvement initiatives using data and metrics experience
- Experience defining program requirements and using data and metrics to determine improvements
- Bachelors degree
- Speak write and read fluently in Japanese
- English: Business level (able to negotiate externally able to make presentations to management team)

- 3 years of driving end to end delivery and communicating results to senior leadership experience
- 3 years of driving process improvements experience
- MBA
- 3 years of payment industry experience

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