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We are seeking a detail-oriented Program Manager to join our Co-Branded Credit Cards team. role is with the Co-brand credit cards team, in the Credit and Lending org at Amazon Pay. If you are a go getter, with motivation to resolve customer facing issues ground up, then this is the perfect role for you. You would work in a fast paced environment, in a smart and agile team at Amazon Pay, collaborate with external partners to drive key priorities for the CBCC program. In this role, you will be responsible for managing key operational aspects of our credit card partnership with ICICI Bank, with a focus on promotions, customer service excellence, and business reviews.


Lead the execution of off-Amazon promotional campaigns in collaboration with ICICI Bank, ensuring seamless implementation and tracking of promotional activities
Own and manage the partner Weekly Business Review (WBR) mechanism:
oTrack and present key performance metrics
oDrive accountability for action items
oEnsure effective communication between stakeholders
Customer Service Excellence:
oManage high-priority customer escalations
oReview and optimize Customer Service Standard Operating Procedures (SOPs)
oConduct regular analysis of customer service data to identify trends and areas for improvement
oMonitor CS agent adherence to approved communication guidelines
oImplement process improvements based on customer feedback
Internal Operations:
oOwn and drive the internal pre-WBR process, close looping on action items
oCoordinate with cross-functional teams to ensure alignment on deliverables
oShare progress updates on key metrics to Payments leaderships

About the team
The CBCC card is Indias largest co-branded credit card portfolio. This product is driven by a fast paced team of product, marketing, business managers, who work closely with tech and external partners to solve key customer challenges and enhance experiences. 2+ years of program or project management experience
Bachelors degree or equivalent
Experience with SQL
Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.) Knowledge of Lean principles and DMAIC methodology
Experience in MS Access and SQL
Experience in requirement gathering and ability to write clear and detailed requirement document