Job Description

- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience defining and executing program requirements
- Experience working cross functionally with tech and non-tech teams


Amazon Customer Service Business is looking for a results-driven Sr. Program Manager to join the customer experience (CX) team, with a focus on Payments and Invoicing for business customers. In this role, you will be responsible for analyzing and resolving complex payment-related customer issues while identifying process improvements and operational efficiencies across multiple regions. You will spearhead program launches in the EU market while maintaining global program excellence. Working closely with teams like Payments, Sales, Integrations tech, and Tax, you'll ensure timely resolution of customer concerns and drive innovation to find optimal solutions for B2B payments and invoicing defects. This role requires strong understanding of both global and EU-specific payment landscapes, regulations, and customer needs. The ideal candidate will bring experience in managing complex, multi-region programs and demonstrate ability to navigate both global and EU-specific business requirements while maintaining consistent customer experience standards.
Key job responsibilities
o Lead program launches across EU markets while ensuring CX excellence and compliance adherence
o Drive end-to-end operational readiness for Payments POD, including process design and implementation
o Transform manual invoice correction processes to automated solutions for EU business customers
o Establish and optimize SOPs for business operations, focusing on both PDF and XML e-invoicing systems
o Lead investigation and resolution of high-severity payment issues in collaboration with resolver teams
o Conduct deep-dive analyses of key defects, delivering actionable insights and solutions
o Maintain comprehensive tracking of Payments, Invoicing, and VAT defects across EU markets
o Partner with technical and non-technical teams to develop and implement solutions
o Own operational KPI tracking and defect reporting
o Present strategic updates to Senior Leadership across Customer Service and Payments organizations in WBRs, MBRs, and QBRs
o Drive continuous improvement through data-driven insights and recommendations
About the team
Our team owns the Customer Service experience strategy for Amazon Business. Amazon Business is one of Amazon's fastest growing businesses, focused on enabling business customers to research, discover and buy business, industrial and scientific products in large catalogs. Our customers include individual professionals, businesses and institutions that buy products in individual or bulk quantities to run their business smoothly. Business customers have different and more complex needs than the traditional Amazon customer base.


Experience leading process improvements Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.) Experience implementing repeatable processes and driving automation or standardization


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