Program Manager, Amazon Now, GSF - Last Mile Program

DESCRIPTION

Amazon Worldwide Operations is the underlying fulfillment and customer service engine that ensures Amazon creates the same consistent, world-class customer experience every time. We are looking for high-potential, flexible, innovative, and forward-thinking professionals to join our India Operations team. Are you ready to drive high-visibility, strategic, revenue-generating projects as well as leverage Lean methodologies to lead Operational process improvement initiatives? Are you equally comfortable digging into business requirements as you are drilling into architecture and design with development teams?

Amazon's Quick Commerce and SSD organization is looking for a detail-oriented, self-driven Program Manager I to own the end-to-end payments lifecycle for our ultra-fast delivery programs — SSD, Fresh, and Now. This role is the single-threaded owner for finance approvals, payment partner connects, and dispute resolution across these rapidly scaling channels.

You will work at the intersection of operations, finance, and external partners — ensuring that every payment commitment is honored on time, every dispute is resolved with urgency, and every partner relationship is strengthened through transparent communication. This is a high-visibility, high-cadence role in one of Amazon's fastest-growing business verticals.

Key job responsibilities
You will be responsible for:

1. Finance Approvals: Own the end-to-end finance approval process for SSD, Fresh, and Now programs. Track approval SLAs, ensure timely submission of invoices, and escalate stuck or overdue approvals to maintain payment timeliness.
2. Partner Connects: Serve as the primary point of contact for payment-related partner interactions. Manage regular partner connect cadences, address payment queries, share payment summaries, and maintain transparent communication with delivery and logistics partners.
3. Dispute Resolution: Own the dispute management lifecycle — from intake to investigation to resolution. Research disputes, coordinate with Finance Partners, Pricing, Compensation, and Operations teams to drive timely and accurate resolutions. Maintain dispute trackers, identify root causes, and implement corrective actions to reduce recurrence.
4. Payment Operations: Monitor weekly/monthly payment cycles, reconcile invoices, track payment holds, and ensure accurate and on-time disbursements. Flag anomalies and work cross-functionally to resolve payment exceptions.
5. Process Improvement: Identify gaps and inefficiencies in the payments workflow. Develop and iterate SOPs, build automation where possible, and contribute to reducing manual touchpoints in the approval and dispute processes.
6. Reporting & Metrics: Maintain dashboards and WBR/MBR inputs for payment health metrics — including approval cycle times, dispute aging, resolution rates, and partner satisfaction. Provide regular status updates to leadership.

About the team
IN GSF Last Mile team supports three business lines: Amazon Now (Quick Commerce), Sub Same Day Deliveries (SSD) and Ultra Fast Fresh (UFF). Sub Same Day specializes in local fulfillment via Same day delivery with 2 & 4-hour delivery windows. Amazon Now supports 10-25 minutes delivery of everyday essentials including groceries, electronics, OTC, and household consumables.

BASIC QUALIFICATIONS

• Bachelor's degree or equivalent
• Experience in a highly analytical, results-oriented environment with cross functional interactions
• Knowledge of Microsoft Excel at an advanced level, including: pivot tables, macros, index/match, vlookup, VBA, data links, etc.
• Strong written and verbal communication skills

PREFERRED QUALIFICATIONS

• Experience in payments, invoicing, or financial operations within e-commerce or logistics
• Exposure to finance approval workflows and dispute management processes
• Experience working with external stakeholders or vendor management
• Demonstrated ability to build and improve SOPs and process documentation

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.