Program Manager, Amazon Now, GSF - Last Mile Program

Job 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.