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DESCRIPTION

Amazon Customer Service Business, is seeking an innovative Program Manager to join our Customer Experience team. In this role, you will be responsible for building processes to solve payments and invoicing related customer issues, while identifying process improvements and operational efficiencies. You will collaborate with multiple teams to ensure timely resolution of customer concerns and contribute to the continuous improvement of our payment systems and processes.

Key job responsibilities
- Drive end-to-end ownership of new processes in Payments & Invoicing Support team, lead program workstreams and ensure day-one readiness of Customer Service (CS) team
- Develop and implement strategic solutions by analyzing end-to-end business operations to manage pdf and e-invoices (xml) for business customers.
- Review existing operational processes, establish SOPs and determine performance optimization opportunities
- Define and track success metrics for each program, develop upstream product improvement recommendations and opportunities to leverage automation
- Collaborate with resolver teams to triage and remediate high-severity payment issues
- Lead defect related deep dives and analysis in key focus areas and, deliver actionable insights
- Build and maintain repository of Payments, Invoicing and tax defects in JP. Develop and execute solutions with global partner tech and non-tech teams
- Spearhead operational KPI and defect reporting and deliver related updates to Senior Leadership for CS and Payments in WBRs, MBRs and QBRs
- Lead local implementation of CX programs in Japan
- Facilitate communication between Japanese and global stakeholders
- Support localization efforts for the Japanese market while maintaining global standards

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. As a global team working across different regions, we value diverse perspectives and strong communication abilities in both Japanese and English to better serve our international customer base.

*Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, visit https://www.amazon.jobs/disability/jp