An inherited initiative with no roadmap, limited documentation, and no implementation plan. Success came from turning strategy into an executable program.
I inherited a strategic onboarding initiative for Amazon Pay after the previous Program Manager left the team. The goal was to improve business verification for enterprise customers using LexisNexis.
The challenge was that there was almost nothing to inherit. Beyond a short document summarizing a few vendor conversations, there were no requirements, workflows, stakeholder maps, implementation plans, or operational processes. Before anyone could build a solution, the program itself needed to be defined.
Rather than immediately building the solution, I focused on understanding the business problem. I met with the Product Manager, partnered with LexisNexis to understand what was technically possible under our existing agreement, and identified every team that would contribute to or be impacted by the program.
As discovery progressed, I realized the primary challenge wasn’t engineering. It was designing an operational process that balanced customer experience, compliance, and investigator workload. I created separate workflows for enterprise customers and smaller businesses, ensuring each received an experience appropriate to their verification needs.
Once the direction was clear, I created the project charter, workflow diagrams, stakeholder map, risk assessments, success metrics, rollout strategy, and capacity planning. With a complete program foundation in place, the team successfully launched a pilot before I transitioned to my next role.
Turned an idea into an executable program