Amazon, the world's most customer-centric company, seeks a self-motivated and analytical Senior Operations Program Manager to become the advocate for building and maintaining customer trust for EU Gift Card as part of Amazon's International Payment Products team.
In this dynamic and fast-paced role, you will:
• Define and own the roadmap for fraud detection, prevention, and response projects for European Payment Products
• Serve as the subject matter expert on identifying and mitigating fraud and abuse, owning the framework for investigations and escalations
• Work closely with the Payments business, legal, risk and customer service teams to provide guidance and best practices across EU Payment Operations
As a key member of the EU GC Operations team, you will:
• Monitor and analyze payment product activity to identify and remediate issues related to Fraud & Abuse
• Partner with global Gift Card fraud and abuse teams to mitigate customer and Amazon-impacting issues
• Own reporting and deep-dive analysis of "Bad Actor" payment activities across the EU Payment Operations functions
This is a high visibility and exciting opportunity to play a pivotal role in building and maintaining customer trust for our European Payments business across all EU marketplaces.
Key job responsibilities
• Own the EU roadmap for developing GC operations processes, investigation and escalation frameworks to build and maintain customer trust
• Ensure quality investigative practices across EU Payments teams by owning the fraud escalation investigation framework
• Manage EU-wide projects independently while collaborating with internal/external stakeholders
• Serve as the subject matter expert on fraud and abuse activities and mitigations, providing guidance to the EU Payments business
• Be the advocate for the customer, and the operational expert to drive best practices and streamline internal/external processes
• Liaise with customer service, legal, tech, risk teams and other stakeholders to mitigate fraud and abuse
• Conduct thorough issue deep-dives using various tools, summarizing findings to inform stakeholder decisions
• Provide regular reporting to Payments leadership on metrics, risk, and mitigation efforts
• Develop and optimize processes, tools, and SOPs to continuously improve what we do, and how we do it
- Bachelor's degree
- Experience working cross functionally with tech and non-tech teams
- Experience delivering cross functional projects
- Experience defining program requirements and using data and metrics to determine improvements
- Experience using data and metrics to drive improvements
- Experience implementing repeatable processes and driving automation or standardization
- Experience defining and executing program requirements
- Experience in program or project management
- Experience in escalations management
- Experience in data mining, data management, reporting, and SQL queries
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
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