WW Process Optimization PM, WW DSP Services & 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 WW DSP Services Business & Standards in one of the fastest-growing industries in the world, is seeking A WW Process Optimization PM support payments and value-added services (VAS) for DSPs.
WW DSP Services Business & 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 WW Process Optimization PM, 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).
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 and VAS tasks 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
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
PREFERRED QUALIFICATIONS
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
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.