Sr. Program Manager - POD, Pay on Delivery

We are the cash people!

Cash / Pay on delivery is the largest instrument of choice by customers on Amazon.in (and in other similar emerging markets where we are expanding) – this despite the rapid advances in digital payments technology space. Customers continue to prefer Pay on Delivery (POD), not only because they want to pay by cash (indeed half of our COD customers pay digitally at doorstep!) – but because it solves many other needs for them – Building trust in the Amazon marketplace, peace of mind to only pay when the item is delivered, and not block money until then, ordering for friends and family who are not digitally savvy etc.

On the other hand, POD also has its down-sides: it leads to low-intent purchases, casual rejects and abuse from some customers, which impacts the sustainability of the instrument. Hence there is a need to continuously shape the POD offering, to make it available for the good customers, while reducing its access to the not-so-good customers, and make it an overall more sustainable business lever for Amazon.

Our mission is to make POD a sustainable and profitable payment instrument for Amazon's flywheel, enabling more and better POD access to all Amazon customers providing a first-class payment experience better or at least at par with prepaid instruments.
Our vision is to build POD into an APP that enables customers to pay using cash/ digitally at doorstep seamlessly, for physical goods as well as digital services on Amazon as well as external merchants, helping businesses to scale faster and sustainably.
We work on improving Customer experience and sustainability for POD – across onsite availability and experience, post-order payment experience, doorstep experience, refund experience and managing overall instrument P&L.

This role will own the management of the Cost-to-Serve for Pay on Delivery. You will need to identify and run interventions to reduce cost of offering POD - across reducing rejects, optimizing POD availability to spur growth, and managing POD 3P vendors.

The role will be also be the primary interface for both global and cross-functional, cross-departmental teams to conceptualize, execute, track and report progress on the program interventions - including Product, Machine Learning, Cost of Business Waste, Finance, Last Mile Operations, Shopping Experience and Technology.

Key job responsibilities
• Program interventions to reduce POD rejects: Research on why customers are rejecting on POD, build the right reject attribution to differentiate between customer controllable vs non-controllable rejects and run targeted interventions through Weblabs to reduce POD rejects
• GTM of POD Initiatives: Identify what would increase the adoption of POD Initiatives with customers, run GTM (Go-To-Market) plan, improve customer targeting and iterate through experiments to increase OPS/GMS while keeping POD Rejects in check
• POD PnL: Establish POD PnL and Identify opportunities to increase the bottom-line, increasing revenue and cutting down costs
• Vendor management - Work with POD 3P vendors to optimize the cost of POD operations, communication channels like SMS/ WhatsApp to reduce POD OpEx
• Cross-functional stakeholder management: Work with Cost of Business Waste, Category teams to identify drivers, opportunity areas for POD rejects, track actions through WBR/ MBRs

A day in the life
You start your day reviewing POD performance metrics on POD availability, POD share, POD rejects and POD overall P&L and costs.

Throughout the day, you collaborate with Product, Machine Learning, Cost of Business Waste, Category, Shopping Experience teams to refine customer segmentation models, meet with operations teams to optimize delivery processes, and analyze data to identify trends in customer payment preferences.

You will be required to ideate, research on customer needs/pain points, thoroughly analyze data, generate insights, develop proof of concepts, write compelling business cases and gain agreement from Leaders across levels & functions, to implement the solutions.

Basic Qualifications

- 5+ years of professional or military experience
- Experience influencing multiple stakeholders and leading cross functional teams across geographies and business units
- Experience working with technical and product stakeholders to define requirements, prioritize features, and influence product roadmaps
- Experience interpreting data and making business recommendations

Preferred Qualifications

- Experience structuring and negotiating complex agreements and leading cross-functional groups to orchestrate and successfully complete deals
- Experience working in a fast-moving consumer business
- MBA

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