Program Manager, LM Payments & Services, Last Mile Payments & Services - Program team

As the Program Manager overseeing the Last Mile Payments & Services program within the AMZL organization,
this position plays a pivotal role as the key liaison between Amazon Pay, VAS Category and the Last Mile. The 2 primary objective is to drive the (1) strategic vision of transitioning from cash to digital by promoting widespread adoption of DPOD (2) Driving Operational Efficiency for Value Added Services like Buyback Exchange program & Open Box Delivery program. Driving digital payments involves fostering growth in Amazon Pay users, increasing the utilization of Amazon Pay UPI (2P), encourageing the adoption of Pay wallet (1P), and reducing the Cost of Payments (COP) & Cost to serve. This role does collaboration with diverse set of external partners such as Ezetap (Now known as Razorpay) for enhancing payment success rate (PSR), and various customer and DA facing product/features development. Working closely with the A-pay marketing & business teams is imperative to implement targeted marketing campaigns effectively. This role also assumes a key position in delivering product launches and introducing key features by collaborating with the A-pay product team and NA tech team on multiple new product initiatives and roll-outs. Additionally, collaboration with the operations team is required to execute various campaigns aimed at achieving essential metrics such as Cashload, DPOD, 1P, 35P, SDS contacts, and NOC contacts for the zone. The Program Manager will play a crucial role in driving the SOP adherence for Buyback Exchange & Open Box Delivery program and improve customer experience. He/She will work very closely with operations team to identify blockers, come up with solutions and collaborate for roll-out of new initiatives.
In this capacity, fostering collaboration with ACES is essential for Catalysts and training completion related to new
product roll-outs and scorecard roll-outs. Engaging with Program teams is crucial for partner incentives and
communication, while collaboration with the finance team is necessary for managing the FCF of the programs.
Coordination with SDS and NOC is vital for managing contacts, and collaboration with SLP and other teams, such as
the Chargeback teams, is essential for fraud and abuse prevention.
Key job responsibilities
The Program Manager in this position must possess the capability to spearhead groundbreaking initiatives for Amazon Pay & VAS Category team, taking the lead in the market with minimal guidance. They should demonstrate adeptness in independently managing evolving and conflicting priorities. The role entails conceptualizing new initiatives and product offerings, prioritizing both customer and operator experiences. The individual should possess the skill to exert influence without formal authority. Success in this role requires proficiency in Dive Deep, Ownership, Earn Trust, Customer Obsession, Invent and Simplify, and Deliver Results. Furthermore, the candidate should exhibit a visionary mindset, especially when considering projects with long-term, impactful outcomes.
As the program owner, this role is responsible for overseeing the strategy and comprehensive
implementation of OP2 charters and goals related to digital payments on delivery, Amazon Pay adoption, Roll-out fulfillment model for VAS, Defect Reduction in close collaboration with SLP / Ops. Successful end-to-end program management is crucial, demonstrating a thorough comprehension of business requirements and the ability to integrate them seamlessly with LM's robust operational capabilities. The role mandates a continuous exploration of innovative approaches to upscale pilots or intricate projects into larger initiatives. Additionally, it entails promptly addressing fraud-related cases, given their potential for substantial losses and regulatory repercussions if neglected. The individual must collaborate effectively with program management methodologies, utilizing escalation and risk mitigation strategies when necessary.
- 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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