Pay with Amazon is seeking an experienced Senior Manager to manage its Self-Service Program. The Senior Manager will manage cross-functional sales, marketing, product and engineering teams to manage merchants through all stages of the self-service lifecycle. The Senior Manager role requires an experienced leader who can develop, socialize and execute the long-term plan for the evolution and growth of the self-service program.
ROLES AND RESPONSIBILITIES
Program Management:
• Develop and execute a comprehensive plan including sales, marketing, product, operations and support for the self-service segment.
• Manage directly and indirectly a team of program managers, marketing managers, product and engineering managers to exceed Pay with Amazon’ self-service goals and objectives.
• Establish input and output goals for self-service leads, registrations, launches and growth for the program and the region.
• Increase revenue and market share from merchants enabling Pay with Amazon using the self-service process.
• Meet or exceed weekly/monthly/quarterly/annual revenue targets and define ways to scale the business.
• Work closely with key stakeholder to overcome internal and external hurdles to help deliver successful launches.
• Guide the development of product, onboarding, system and operational capabilities to simplify and scale the self-service merchant engagement, onboarding and launch process.
• Measure, analyze and identify ideas to improve the performance of self-service merchants.
Leadership:
• Define the North America Payments Self-Service Strategy for short, medium and long-term success and identify the primary focus areas and growth opportunities.
• Provide organizational leadership to coalesce a cross functional self-service team comprising of Operations, Product, Marketing and Onboarding and Customer support teams to be responsible for a deliver the goals and objectives of the Pay with Amazon Self-Service Program.
• Create a structure for the Self-Service teams to enhance merchant outreach, registration and onboarding, partner promotions and merchant incentive programs and customer support.
• Develop frameworks to define and measure the critical merchant-facing inputs to drive the business including seller economic analysis, acquisition cost by channel, registration funnel analysis and metrics for post-registration success.
• Represent the voice of the merchant internally with stakeholders and senior management and influence the evolution of Pay with Amazon to support the sales growth plans and objectives.
• Report directly to senior and executive management on business performance and strategic initiatives.
• Effectively represent the Self-Service Programs teams’ requirements, considerations and issues in key leadership and management forums.
• Identify opportunities for Amazon capabilities through a strong understanding of the customer's business including payment strategy across all product platforms.
Planning/Analysis/Execution:
• Develop and execute programs for merchants across all stages of the self-service lifecycle who are on custom e-commerce platforms or are using commercially available e-commerce platforms.
• Develop and execute standardized and customized programs to increase revenue and market share from the self-service merchants. The key output is to generate incremental transaction payment volume and transaction profit.
• Collaborate with internal and partner field marketing teams to develop a robust lead list of addressable merchants and maintain an effective lead pipeline for the year.
• Identify factors and improve registration and launch success rate and share of transaction volume.
• Lead the identification of gaps in critical systems and tools and identify solutions to be developed internally or acquired through vendors/partners.
• Create programs with internal stakeholders such as Operations, Product, Finance and Marketing to define simple and efficient processes to maximize the number of merchant launches.
• Continuously review merchant, e-commerce platform and market landscape and develop and implement new and creative approaches to increase the adoption of Pay with Amazon.
• Actively participate and lead various ad-hoc internal projects as assigned.
Customer Management:
• Create frictionless processes to onboard merchants on supported e-commerce or custom platforms.
• Create programs that allow Pay with Amazon to manage and support merchants when they have issues and address the needs in a systematic and customer-friendly manner.
• Create automated programs that gathers feedback from merchants to improve the self-service process.
• Develop post-launch care and nurture programs to increase the value of the merchants business with Pay with Amazon.
Communication & Reporting:
• Be responsible for business reporting on self-service performance and progress against goals on a weekly, monthly, quarterly and annual basis.
• Develop a formal annual and three-year business plan for the growth and evolution of the self-service segment.
• Report to and interact with senior management and executives on a periodic basis to provide the status of the self-service goals and objectives.
• Provide business reviews to the senior management teams regarding progress and roadblocks to scaling the growth of new merchants and identify opportunities to overcome those issues.
• Be the business owner for all the content that will be developed for self-service merchants.
• Influence and deliver the content for internal business communications highlighting various initiatives, successes, and platform improvement opportunities through voice of the merchant.
• Be accountable for driving, measuring, and reporting on key inputs and outputs in Salesforce.com and other reporting systems.
People Management:
• Manage a team of program managers.
• Work with experienced and new program, marketing, technology and product managers and collaborate and generate results through the various stages of the self-service lifecycle.
• Perform a cross-functional leadership role to influence the development priorities and requirements of the self-service program.
• Collaborate with self-service teams in other regions and communicate and incorporate best practices.
Basic Qualifications
• 10 - 12 years of experience in product and/or program management in the payments, financial services, e-commerce, mobile, software, hardware or technology industry
• Demonstrated track record of managing self-service programs and delivering growth of hundreds of millions of dollars.
• Product or Program management experience with good organizational skills including prioritizing, scheduling, time management, and meeting deadlines
• Experience in working with Ecommerce Platform providers
• Bachelor's degree
• Demonstrated track record of building and delivering self-service programs in comparable industries.
• Effective in dealing with C-suite of industry-leading e-commerce platform providers
• Demonstrated negotiating skills and influencing abilities
• Experience working with nascent products/services in new markets
Preferred Qualifications
• M.B.A. is preferred
• Strategy consulting background.
• Ability to execute on programs and projects with minimal resources
• Demonstrated strategic thinking and thought leadership
• Problem-solving passion and service orientation
• Show independence and flexibility in dealing with multiple complex issues
• Proven ability to partner, communicate and manage/navigate through multiple disciplines and organizational groups
• Ability to work within a complex, matrixed and often ambiguous environment, and to influence senior management and other relevant parties
• Committed work ethic, positive attitude and willingness to roll up sleeves and take ownership of multiple tasks to achieve goals
• Successful track history of global and cross-group collaboration, teamwork, interpersonal & relationship-building skills, and ability to lead by influence and example.
• Ability to impact and influence outcomes in matrixed environment
• Ability to think and react in a high-energy, fast-paced environment
• Accomplished range of skill from high-level strategic thinking to creative and detailed team leadership
• Proven ability to partner, communicate and manage/navigate through multiple disciplines and organizational groups
• Analytical approach to problem solving and a track record of driving results through continuous improvement
• Proven ability to manage multiple, competing priorities simultaneously
• Composed, poised and professional demeanor in all situations
• Tenacity to keep issues top of mind of relevant stakeholders and conviction to make the right decisions
• Provide high-level of detail in every action
• Executive presence
• Being vocally self-critical
• Strong problem-solving and service orientation
• Excellent written and verbal communication skills
• Team oriented, collaborative, diplomatic and flexible
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