Process Optimization Lead, DSP Services And Standards

DESCRIPTION

At Amazon, we work hard to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. The Last Mile Delivery Service Partner Team, who supports Delivery Service Partners (DSPs) in one of the fastest-growing industries in the world, is seeking A Sr. DSP Services Ops Lead to support payments and value-added services (VAS) for DSPs.

The Delivery Service Partner (DSP) Services and Standards Team works with DSPs, Business Coaches, Finance, Fleet Managers, and delivery stations to support the relationship between AMZL and our DSPs. We are responsible for providing world-class payments and services to DSPs.

As a Process Optimization Lead, you will be the primary contact for internal Amazon teams who have questions regarding payments and value-added services. In addition, you will be responsible for resolving disputes and escalations in a timely manner, building relationships with internal Amazon teams, and leading collaboration efforts aimed to identify, define, and maintain programs and initiatives that measurably improve the customer experience.

Key job responsibilities

Execute daily / weekly / monthly Payments and VAS tasks by following standard operating procedures (SOPs).

Optimize and Automate Process/Tasks.

Cross-functional work with Global DSP Payments Teams to drive standardization and optimization.

Daily metrics, Wiki updates, and DSP support updates.

Create files for other payments, secure approvals, missing invoice tracking, dispute SIM creation, and report creation to resolve disputes.

Communicates with Delivery Service Providers and acting based on SOP.

Resolve payments disputes from internal teams based on SOP.

Maintain dispute records and document

Review and update SOPs as required

Prioritize while balancing multiple tasks

This role involves working different shifts with the potential of overtime.

Assist with other DSP program activities as needed.

We are open to hiring candidates to work out of one of the following locations:

Nashville, TN, USA

BASIC QUALIFICATIONS

• 2+ years of data analysis and formula creation in Microsoft Excel experience

• Experience with end-to-end project management

• Experience using data to drive root cause elimination and process improvement

• Experience with Microsoft Office products and applications

• Knowledge of VBA and Excel Macro creation and modification

PREFERRED QUALIFICATIONS

• Bachelor's degree or equivalent

• Proficiency in at least one additional language, such as Spanish, Portuguese, Arabic, Italian, German, or Hindi.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.