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Amazon Pay, enterprise onboarding

Turning Strategy into Execution

An inherited enterprise verification initiative had almost no documentation. I created clarity, designed the workflows, and built the foundation for a successful pilot.

Program ManagementOperationsProcess Improvement

The Problem

Amazon Pay wanted to make it easier for large enterprise customers to verify their businesses at signup. I inherited the project from a departing program manager with almost no documentation: no defined process, no stakeholder map, no record of decisions.

Role
Program Manager

What I did

  • Stopped building and defined the actual problem first, then worked backwards from there.
  • Mapped every upstream and downstream team - engineering, investigations, Customer Service, legal, PR, marketing, and data analytics - and brought them in before the workflow was designed, not halfway through.
  • Found that the real challenge wasn't engineering. It was designing a workflow that balanced customer experience with risk.
  • Split the experience by business type: mostly self-service verification through LexisNexis for large enterprises, and a guided process with investigator review for LLCs and sole proprietors.
  • Created the project charter, mapped the workflows, documented business scenarios, defined risks and success metrics, and secured investigator capacity for the pilot.

The Outcome

The pilot launched to positive feedback from both customer types, and a full handoff kept the program running without interruption after I moved teams.

When you inherit ambiguity, your first job isn't to start building. It's to create clarity.

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Laura Barry — Operations & Program Management
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