Our mission: To be Earth's most customer-centric company.
As one of the largest e-commerce companies in the world, Amazon processes billions of secure on-line transactions via a number of payment mechanisms, including credit cards, direct debit and electronic gift certificates. Transactions are processed on behalf of thousands of merchants, including Amazon.com. Amazon is known across the globe as the most trusted company on the Internet. We are committed to delivering an exceptional customer experience.
Key job responsibilities
The Payments Business Analyst is responsible for driving operational excellence accross global payments product. In this role you will identify and drive to resolution payments issues impacting customers on a global scale. You will work to identify, execute, and drive projects with internal and external business partners to improve the Customer Payments Experience across Amazon. You will collaborate with teams across Amazon to improve business processes to increase operational efficiencies.
A day in the life
The ideal candidate is a motivated self-starter that can work independently in a fast paced, ambiguous environment with limited supervision. He or she must be a fast learner, who can quickly absorb the nuances of Amazon’s varied payment offerings as well as the behavior of Amazon’s internal systems. He or she will be analytical in their decision making, with a demonstrated ability to drive issues to completion.
About the team
Payments Services owns and maintains the software which processes 20+ payment methods worldwide. The Business Operations Team supports the larger Payments Services organization which includes software development, product management and technical operations. The Business Operations team is the first contact for payment transactional issues, receiving escalations from internal clients such as Customer Service, Finance, Accounting and Fraud as well as third party partners and banks relied upon to process payments. Additionally this team is responsible for driving operational efficiencies and escalation reduction opportunities. This team also manages the operational relationship with third party payment partners, advocating for customer experience and driving operational improvements.
1+ years of experience in financial/business analysis
Experience with SQL or ETL
Experience defining requirements and using data and metrics to draw business insights
Work in a deep area of coverage, routinely working on issues ranging from small to large number of customers impacted and driving root cause resolution with engineering teams and/or external partners.
Manage operational workflows working with internal business teams in small to medium sized geographies or products.
Identify and drive continuous improvement activities.
Serves as escalation point for program / project team members. Owns, tracks, or escalates issues to ensure that they are addressed, documented, and resolved.
Displays energy and initiative in solving problems. Will follow all possible avenues to get the job done, are proactive.
Work requires creativity and judgment. Responsibilities include both routine and non-routine in nature and vary from day to day.
Identify and evaluate potential risks/obstacles with minimal direction from program managers. Consult, determine, and execute appropriate corrective action.
Proactively drive customer experience and operational excellence for payment methods used by Amazon customers.
Successfully build business requirements that technical teams use to implement projects you sponsor.
Payments industry experience.
Strong analytical skills with demonstrated problem solving ability.
Skilled in prioritization. Makes the right tradeoffs between schedule, resources, and scope in order to address major risks, challenges and obstacles.
Data driven and can successfully obtain and use data to support arguments.
Previous experience in which high levels of initiative, judgment, and tact has been demonstrated.
Proven ability to operate in high pressure situations and successfully handle multiple priorities and possess a high level of discipline while remaining flexible.
Candidate should possess superior customer service skills in dealing with users at all levels in a team environment.
Excellent judgment and independent decision making skills.
Proven ability to interact effectively in a cross-functional team.
Proficient in Microsoft Office suite
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.