Program Manager Operations - Amazon Financial Services, Payments Business Operations

Amazon Consumer Payments is looking for a high energy Program Manager to optimize operational processes of its consumer financial services business. These processes include customer inquiries, tax document generation, settlement reconciliation, invoice creation, exception handling and reporting. You will inherit a documented process inventory, and you will own reducing the manual effort inside it. You will be measured on operator hours returned, cost removed and errors eliminated rather than on projects or programs launched. This role specifies and drives execution and automation programs. You will decompose processes, decide what should be automated versus redesigned versus eliminated, write the requirements, and deploy automation and generative AI capability that already exists inside Amazon. You will partner with engineering to build what does not exist yet. To succeed, you must be technically fluent without being an engineer. You baseline a process in hours and cost before touching it, and you can prove the delta afterward. You can read a data flow and write a requirement an engineering team can build from, and you can tell the difference between a step that genuinely needs human judgment and one that only looks like it does. And you are bothered by work a machine should be doing — you would rather ship a smaller fix this month than a perfect one next quarter. Key job responsibilities Maintain the process inventory and prioritize it by cost, risk and regulatory exposure; own the baseline of operator hours, cycle time and error rate against which progress is measured. Own each prioritized process through to delivery, partnering with engineering, product, finance and tax to convert manual work into permanent system capability. Design and document the SOPs, approval flows and audit trails that must survive once a manual step is removed, including Maker-Checker controls. Drive adoption with the teams whose work changes, so that a new process is used rather than worked around. Partner with operations and third-party management owners so process changes land without disrupting live customer operations or partner commitments. Build the dashboards and reporting that make progress visible, and present results in monthly and quarterly business reviews.

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