Head, Business Operations, Amazon Payment Services (APS)

In this leadership role, you will lead business operations for Amazon Payment Services based in the UAE, managing strategic partnerships with payment schemes, banks, and technology providers.

Oversee vendor onboarding, merchant escalation support, and 24/7 incident management operations.

Drive operational excellence through team leadership, process optimization, and execution of special programs that enhance merchant and partner experience.

Key job responsibilities

a) Own and manage end-to-end relationships with payment schemes (Visa, Mastercard, etc.), acquiring banks, and third-party technology providers across the region

b) Negotiate operational terms, drive joint roadmaps, and ensure seamless integration and performance of partner services

c) Monitor partner SLAs, resolve operational blockers, and conduct periodic business reviews to align on strategic priorities

a) Lead the end-to-end vendor onboarding lifecycle including due diligence, contracting, technical integration, and go-live readiness

b) Establish and maintain vendor governance frameworks, performance scorecards, and compliance tracking mechanisms

c) Drive vendor cost optimization and ensure alignment with procurement and legal policies

a) Manage a team of operations managers responsible for handling complex merchant escalations and dispute resolution

b) Define escalation workflows, SLAs, and root-cause analysis processes to reduce repeat issues and improve merchant satisfaction

c) Partner with product and engineering teams to identify systemic issues and drive permanent fixes

d) Oversee a round-the-clock merchant incident management support team, ensuring rapid detection, triage, communication, and resolution of payment service disruptions

e) Establish incident severity frameworks, communication protocols, and post-incident review processes

f) Drive continuous improvement in mean-time-to-detect (MTTD) and mean-time-to-resolve (MTTR) metrics

a) 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

b) Track program KPIs and report progress to senior leadership, adjusting approaches based on data-driven insights

About the team

Amazon Payment Services is a leading payment solutions provider in the Middle East and North Africa (MENA) region, enabling businesses of all sizes to accept online and in-store payments seamlessly.

As part of Amazon's commitment to building world-class infrastructure in the region, Amazon Payment Services offers a comprehensive suite of payment processing capabilities including card acquiring, payment gateway services, fraud prevention, and merchant analytics.

Serving thousands of merchants across the UAE, Saudi Arabia, Egypt, and beyond, the platform powers secure, scalable, and reliable digital commerce, helping businesses grow while delivering a frictionless checkout experience for customers.