Senior Customer Trust Program Manager, EU Gift Card Operations

Amazon, the world's most customer-centric company, seeks a self-motivated and analytical Senior Customer Trust Program Manager to become the advocate for building and maintaining Customer Trust, analyzing and monitoring Payment Products activity and remediate identified issues. The position represents an exciting opportunity to be a part of a dynamic and fast paced environment, supporting the European Payments Business. The position will own the roadmap of fraud detection, prevention and response related projects for European Payment Products. The individual will serve as an advisor to and work directly with the Payments business owners, legal, payment risk and customer service teams to provide guidance on fraud and abuse involving gift cards. The role will be responsible for monitoring payment activity across EU payment channels as well as identifying new patterns indicative of fraud and abuse in order to mitigate risks and unintended use cases involving Amazon. Key job responsibilities

• Provide guidance to the Payment business by serving as a subject matter expert in fraud and abuse activities.
• Serve as the advocate for the customer and operational subject matter expert to drive best practices and streamline internal/external facing processes.
• Liaise with customer service, legal, tech, risk teams and other internal and external stakeholders to mitigate fraud and abuse.
• Thoroughly deep dive issues using a variety of tools to provide meaningful and concise summaries that inform stakeholders' decisions.
• Provide regular updates to the Payments leadership team on metrics, successes and failures of initiatives through regular business reviews.
• Develop and optimize processes, tools, and SOPs ensuring efficient and timely outputs.
• Ensure quality investigative practices by owning the investigation framework for fraud related GC escalations.
• Own the EU Roadmap for the development of the Customer Trust processes, investigation and escalation framework, and how to build and maintain Customer Trust
• Own the reporting mechanism for EU Customer Trust,
• Independently manage large-scale and complex projects while collaborating with internal/external stakeholders across Amazon.
  
  Bachelor's degree
• Experience working cross functionally with tech and non-tech teams
• Experience delivering cross functional projects
• Experience defining program requirements and using data and metrics to determine improvements
• Experience using data and metrics to drive improvements
• Experience implementing repeatable processes and driving automation or standardization
• Experience defining and executing program requirements
• Experience in program or project management
• Experience in escalations management
Preferred Qualifications
• Experience in data mining, data management, reporting, and SQL queries
  
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