Process Optimization Coordinator, 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.
- Resolve payments disputes from internal teams based on SOP.
- 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.
About the team
We're working to be the most Customer-centric company on earth. One customer experience we’re constantly looking to take to a new level is how we fulfill and deliver their orders. Our goal is to exceed the expectations of all our customers by ensuring that their orders, no matter how large or small are delivered where & when they need them, as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate and provide best in class service levels through the introduction of pioneering new products and services in the last mile delivery space.
BASIC QUALIFICATIONS
- Experience using data to drive root cause elimination and process improvement
- Experience with Microsoft Office products and applications
PREFERRED QUALIFICATIONS
- Bachelor's degree or equivalent
- Knowledge of VBA and Excel Macro creation and modification
- Experience with end-to-end project management
- Proficiency in at least one additional language, such as Spanish, Portuguese, Arabic, Italian, German, Japanese, 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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.