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**DESCRIPTION**:
At Amazon LATAM we value Diversity, Equity and Inclusion (DEI) in all our job positions, therefore, we act intentionally so that our internal environment reflects the plurality of the businesses we play and the customers we serve.
In LATAM, we have a Diversity, Equity and Inclusion squad, which is formed by representatives from different roles and areas, as we understand that this agenda must have different perspectives and multiple experiences. Our leadership is committed and understands more and more their role in sharing and acting on our leadership principles, with the purpose of ‘Strive to Be Earth's Best Employer’. Understanding our responsibility and our need for change, we are conscientious that ‘Success and Scale Bring Broad Responsibility’
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Amazon is looking for an experienced Program Manager to lead the Payments Refund Program in their Payment Business Operation team. The role involves diving deep into Payment experience in Latam to address pain points that harms customers in BR, ELA (Emerging Latam Countries) and MX leading to contacts and decrease in engagement.
Key job responsibilities
- Program management working together with technical teams to improve payments products and customer experience
- Strong data analysis experience, extracting insights that drives business decisions
- Dive deep into internal and external data to understand Payments gaps within Amazon.
- Work backward from customer’s pain points and translate them into actionable improvement plans.
- Evaluate payment partners, benchmarks learning from other geos and improve Amazon's payment operations to reduce friction in payment experience.
- Work with engineering and product teams to prioritize, scope and rollout fixes or additional features with track of success metrics to assure completeness.
Basic Qualification
- Product or program management, product marketing, business development or technology experience;
- Bachelor's degree or equivalent;
- Experience owning/driving roadmap strategy and definition;
- Experience with end to end product delivery;
- Experience with feature delivery and tradeoffs of a product;
- Experience as a product manager or owner;
- Experience owning technology products;
- Advanced English.
Preferred Qualifications
- Experience in influencing senior leadership through data driven insights;
- Experience working across functional teams and senior stakeholders;
- Experience in data analyzes.
- Knowledge of key customer experience metrics and methodology (e.g., NPS).
**BASIC QUALIFICATIONS**:
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
**PREFERRED QUALIFICATIONS**:
- 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
