Operations/FCRO Manager EU - Amazon Pay

Job description

DESCRIPTION

The way we exchange value is changing. We can now access products or services in mere seconds—from anywhere in the world—without sacrificing our personal data. With a click, a tap, or our voice—the future is friction-free.

At Amazon, we have a long history of taking something complex and making it simple for other businesses. Amazon Marketplace and Amazon Web Services are some examples. Amazon Pay is driving the next frontier—connected commerce. We enable merchants around the world to leverage our trusted, seamless buying experience to allow more than 285 million active Amazon customers to purchase from them—online, in-store, and across an array of consumer devices.

We seek a small group of talented leaders to define and execute against a bold vision that builds on what Amazon already offers. If you have the right stuff, you'll work among superstar engineers, product managers, marketers, business development leaders and operational wizards in a phenomenally fast‑paced, rapidly evolving business. With offices in Seattle, London, Tokyo, Luxembourg, Munich and Bangalore – you will be instrumental to helping Amazon Pay grow toward a $1 trillion opportunity.

The Amazon Pay Operations Team is looking for a Operations/FCRO Manager to be responsible for the creation and continuous improvement of Amazon Pay's Financial, Compliance and Risk and Operations (FCRO) in Europe. FCRO provide oversight for the flow of funds through our product and we manage our operating risks. Our responsibilities include assuring that buyer claims are resolved accurately and promptly, our chargeback system works as designed, merchant disbursements take place reliably, and that we have set merchant reserve levels commensurate to risk. We also monitor and act to mitigate risks inherent in operating our business. Risks can result in falsely declined transactions, merchant quality issues and suspensions, elevated fraud rates, uncollectable debts, fines, and negative reputational impact. We partner closely in these areas with Amazon Pay Finance, Amazon Risk and Compliance Services (RCS), and Amazon Transaction Risk Management Systems (TRMS).

The FCRO PgM will also assess the impacts of new features on existing policies, processes and tools and design mechanisms that deliver solutions which meet our customer and financial goals. The key objective of the role to identify FCRO pain points, determine their root causes, and partner with Amazon teams to build mechanisms that resolve them. The successful candidate will be an excellent analyst, communicator and influencer with the ability to drive change throughout the organization.

Role Scope
· Be the EU Amazon Pay FCRO main point of contact and represent EU needs and pain points as part of global mechanism.
· Partner with Risk, Compliance and Engineering teams to reduce merchant bad debt.
· Improve the Merchant and Buyer experience, accuracy and costs for the Know Your Customer (KYC) mechanism.
· Maintain highest standards for Amazon Pay by defining and owning Acceptable Use (AUP) and Restricted Products programs and working with Risk and Operations teams to implement.
· Interact with stakeholders at multiple levels, and dynamically lead business, product and technical teams to define and deliver solutions.
· Identify and analyze data and anecdotal input from customers, investigators and associates to identify and isolate issues, test solutions and prioritize competing program opportunities.
· Anticipate bottlenecks, provide escalation management, anticipate and make trade-offs, and balance the business needs versus technical and /or policy constraints.
· Work with Amazon Pay and partner team product management and engineering teams to drive requirements through implementation
· Ensure SOPs are in place and executed consistent with global processes and best practices.
· Evaluate testing procedures to meet the specifications of operational monitoring programs.
· Maintain documentation of FCRO activities, such as complaints received or investigation outcomes.
· Root cause analysis and corrective action plan for variances in operational performance.
· Acting as the liaison between Ops and partner teams, providing reporting and analysis to ensure change is driven in the areas which have the biggest potential for customer pain point reduction and experience improvement.
· Championing the voice of the customer to drive change within every step of the customer experience.
· Working with internal teams to benchmark and design processes which enable a best-in-class customer experience.
· Leverage multiple data sources (customer feedback surveys (NPS), contact transcripts, Investigator experience, etc.) to generate innovative ways to evaluate, measure, and augment Amazon Pay customer experience.

Experience/Skills
· Track record of sourcing and analyzing multiple sources of data to provide clear reporting of issues and how they affect customers.
· Demonstrated skills in communicating (both verbally and in writing), and influencing stakeholders across multiple disciplines and different levels of the business.
· Outstanding customer obsession with the drive to ‘Think Big' about opportunities to change a given customer experience.
· Capability to make efficient and effective decisions to deliver the needs of the customer and the business.
· Flexibility to respond quickly to change and prioritize in the face of emerging issues.
· Ability to problem solve, sometimes with limited information.
· Strong evidence of relationship-building

Desired profile

BASIC QUALIFICATIONS

· 5+ Years project / program management is required. 

· 3+ Years of experience in payments and/or e-commerce technologies in regulatory compliance, fraud risk management, operational risk management, information security or other related fields.
· 3+ years of experience leading project delivery for large, cross functional, projects.
· Specialized degree (BA/BS) or higher in a relevant field required.
· Excellent planning and execution skills. Meticulous and methodical, detail oriented with a demonstrated ability to dive deep and ask the right questions.
· Advanced knowledge of Excel, strong presentation skills, and the ability to motivate and inspire large groups of people
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation