Program Manager, Buyer Risk Prevention, Customer Escalations

Payment Risk Program Manager

Have you ever thought about what it takes to detect and prevent fraudulent activity among hundreds of millions of eCommerce transactions across the globe? What would you do to increase trust in an online marketplace where millions of buyers and sellers transact? What kinds of processes and systems would you build to maximize customer satisfaction? If this sounds interesting, then you may be a great fit for the Payment Risk, Product and Program Management team. We are seeking a Program Manager who is passionate about process and systemic improvement initiatives in the Payments risk space to reduce defects and improve experience for our highly distressed customers. The PM will be responsible to build out mechanisms and processes to help improve CX and integrate the techniques into Payment Risk business unit. The PM will leverage Customer data via Executive Escalations to help us understand and respond to key challenges and successes of our programs.

Roles and Responsibilities

Project Management:

• Gather requirements, document functional specifications, identify stakeholders and process partners, identify defects and gaps, contribute cross-functional solutions, assess and manage risks, measure and report on progress, anticipate and resolve bottlenecks and make tradeoffs.
• Conduct customer research, identify gaps in product/experience offering, and design solutions that address unmet customer needs

Reporting:

• Deliver progress of multiple projects providing regular updates to senior leadership.
• Monitor and report risks with actionable insights; anticipate and resolve roadblocks.

Results & Accountability:

• Challenge assumptions of why a process or service failed; ask questions to get to the root of the problem.
• Strong commitment towards goals and outcomes and to ensure completion within established timeframes.

Collaboration and Team Management:

• Manage partner relations, performance and customer experience, set objectives and success criteria, and drive towards operational excellence.
• Partners with global process owners, Site leaders, Operation managers in identifying, defining and executing various process improvement projects