Program Manager, Operations Excellence , Amazon Payments Services

Dubai, UAE

Ref: RP971-1754

Job description / Role

Employment: Full Time

Job summary
Amazon Payment Services (APS) is a regional leader in payment processing technology and solutions with a presence in the United Arab Emirates, Saudi Arabia, Egypt, Lebanon, Jordan, Oman, Kuwait, and Qatar. With our simple, secure, and innovative payment systems, we build and improve our services to make online payments as simple as possible for businesses.

Program Managers at Amazon Payments Services lead projects for cross-functional teams focused on the delivery of a new feature, service, product, or system. They gather business requirements, document functional and design specifications, identify appropriate resources needed, assemble the right project team, assign individual responsibilities, and develop the milestones and launch schedule to ensure timely and successful delivery of the project. Program Managers provide cross-functional business and technical skills; assess and manage risks; measure and report progress; anticipate and resolve bottlenecks; provide escalation management; anticipate and make tradeoffs; and balance business needs with technical constraints. They rely heavily on influence over authority to drive project deliverables.

Working in a dynamic environment, you will be responsible for making sure the experience for our customer and sellers is seamless. Your key responsibilities include but are not limited to:

- Delivers medium to large scale projects from initiation through delivery.
- Writes effective functional specifications based on business requirements.
- Identifies key milestones. Documents and manages project schedule with input from program/project team.
- Set up & manage metrics for processes such as Refunds, Disbursements etc. for all payment methods (Success Rate, SLA etc.)
- Recommend business actions based on analytical findings. Includes defining new metrics, techniques, and strategies to improve the metrics.
- Understand how the payments systems work from the core, to the design & capabilities.
- Work with multiple teams like Tech, Product and Business to sort out existing issues and help build long term solutions.
- Work on Customer escalations. Identify issues and fix them. Use Amazon's tools to problem solve and validate solutions.
- Work with internal & external Partners (Banks, Processors, network & Acquirers) as part of process and make sure the experience is seamless.
- Lead programs to drive automation of manual efforts throughout the end to end business process.
- Create SOPs for various payment processes like Transaction failures management, refund, disbursements recon and help Operations team to make right decisions.
- Identify & fix experience gaps like resolving controllable failure reasons through the eco-system.
- Drive self-service for refunds, transactions statuses and disbursements related contacts.
- Analyze trends at industry level and other relevant data and come up with opportunities to improve the experience with effective and innovative solutions.

The successful candidate will:

- Demonstrate intense Customer/Seller focus and highest level of integrity, intellectual honesty, and strong work ethic.
- Be sharp, analytical, and thoughtful. Thoroughly thinks through problems to come up with solutions.
- Proven ability to successfully thrive in an ambiguous environment and changing market conditions.
- Takes initiative. Doesn't wait to be asked. Plans efficiently while avoiding analysis paralysis.
- Strong team player, acts like an owner, and ultimately focused on delivering results with high standards.
- High attention to detail and proven ability to manage multiple, competing priorities simultaneously.
- Superior verbal and written communications skills; particularly, the ability to deliver analysis in a clear and actionable format.
- Deliver effective presentations of findings and recommendations to multiple levels of stakeholders.



- Bachelor's degree in relevant field
- Experience in a highly analytical, results-oriented environment with external customer interaction.
- 5 years of work experience analyzing data with strong statistical, quantitative modeling, and program management skills.
- Proven analytical skills and demonstrated ability to manage the business "by the numbers". It must be metrics-driven.
- Track record of managing metrics and improving performance with clients
- Proven analytical and quantitative skills and an ability to use data to back up assumptions and develop business cases.
- Proficient knowledge of working on SQL is a plus.


- An ability to think quantitatively and qualitatively about operating processes and outcomes
- Proven experience in identifying opportunities for business improvement, and defining and measuring the success of those initiatives.
- Experience with Payments team would be an added advantage.
- Strong interpersonal and leadership skills.
- Strong written and verbal communication skills.
- Strong attention to detail and organizational skills.
- Strong problem solving, initiative, and follow-through skills.

About the Company, formerly, is an English-Arabic language e-commerce platform, owned by Amazon, Inc. It is the largest e-commerce platform in the Arab world. On March 28, 2017, Inc. confirmed it would be acquiring for $580 million. On May 1, 2019, became known as

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Program Manager salaries in UAE

Average monthly compensation
AED 30,000

Breakdown available for industries, cities and years of experience