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 Process Optimization Lead to support payments for DSPs. The WW Delivery Service Partner (DSP) Payments Team works with DSPs, Business Coaches, Finance, Fleet Managers, and Delivery Stations to support the relationship between Last Mile 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. 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 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.