Head, Business Operations, Amazon Payment Services (APS)

Description

• Partner & Operations Management

• Own and manage end-to-end relationships with payment schemes (Visa, Mastercard, etc.), acquiring banks, and third-party technology providers across the region
• Negotiate operational terms, drive joint roadmaps, and ensure seamless integration and performance of partner services
• Monitor partner SLAs, resolve operational blockers, and conduct periodic business reviews to align on strategic priorities

• Vendor Onboarding & Management

• Lead the end-to-end vendor onboarding lifecycle including due diligence, contracting, technical integration, and go-live readiness
• Establish and maintain vendor governance frameworks, performance scorecards, and compliance tracking mechanisms
• Drive vendor cost optimization and ensure alignment with procurement and legal policies

• Merchant Escalation Management

• Manage a team of operations managers responsible for handling complex merchant escalations and dispute resolution
• Define escalation workflows, SLAs, and root-cause analysis processes to reduce repeat issues and improve merchant satisfaction
• Partner with product and engineering teams to identify systemic issues and drive permanent fixes

24/7 Incident Management

• Oversee a round-the-clock merchant incident management support team, ensuring rapid detection, triage, communication, and resolution of payment service disruptions
• Establish incident severity frameworks, communication protocols, and post-incident review processes
• Drive continuous improvement in mean-time-to-detect (MTTD) and mean-time-to-resolve (MTTR) metrics
• Strategic Programs
• Design and execute strategic programs that improve operational efficiency, merchant experience, and regional expansion readiness
• Lead cross-functional initiatives spanning compliance, risk, product, and engineering to deliver measurable business outcomes
• Track program KPIs and report progress to senior leadership, adjusting approaches based on data-driven insights

About The Team

Basic Qualifications

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred Qualifications

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• Our inclusive culture empowers Amazonians to deliver the best results for our customers.
• If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.
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