Customer Success Manager, Amazon Robotics Customer Experience Team

Are you inspired by invention? Is problem solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture? Answer yes to any of these and you’ll fit right in here at Amazon Robotics (AR). We are a smart team of doers that work passionately to apply advances in robotics hardware and software to solve real-world situations that will transform our customers’ experiences in ways we can’t even image yet. We invent new improvements every day. We are Amazon Robotics and we will give you the tools you need to invent with us in ways that are rewarding, fulfilling and fun.

The Customer Success Managers (CSM) collaborates with the different teams within the Amazon Robotics organization to provide support to site operations teams. The CSM team supports Operations coaching site leadership on operational best practices in regards of the usage of amazon robotics products, systems and tools.

As a CSM, you will work directly with operations leadership at Amazon Fulfillment and Sort Centers to meet or exceed the as designed performance of their robotic technology and processes. You will identify operational pain-points, translate those into opportunities enabling product and/or process changes to improve system performance and customer sentiment. The successful candidate will work backwards from the customer and influence a broad range of operations, engineering, product, deployment and solution stakeholders from Global Robotics and Operations to ensure Europe operations, engineering, support, and other organizations become effective utilizing Amazon Robotics’ technologies.

You will use your technical acumen, program management, organizational change management, and communication skills to align a broad range of support initiatives for the customer. You will own and drive execution excellence for your portion of the end-to-end support model (e.g., technical, operational, organizational, and educational) that span several teams, levels, and cross-functional business units.

At AR we value critical thinking, self-motivation, and thrive in ambiguous, entrepreneurial environments. You will pay attention to detail but think big on behalf of our customers. As a CSM, you are a team player, use data to make business calls, express yourself thoughtfully verbally and in writing, and are passionate about delivering Earth’s most customer-centric experiences.

Key job responsibilities
- Independently monitor, identify and address trending operational performance issues and define improvement opportunities, and implement solutions in the network.
- Develop and implement mechanisms and processes to enable your team to scale with a growing AR network, build subject matter expertise, and innovate to address the needs of operations and AR customers.
- Facilitating network-wide rollouts of new robotic technologies and tools, and supporting operations’ scalability of new robotic systems and continuous improvement initiatives.
- Identifying requirements and capturing “voice of the customer” product/service feedback to influence product design and development priorities.
- Coaching site managers on AR best practices and robotics systems and tools.
- ~30-35% travel expected

About the team
The CSM team focuses on achieving the “as-designed” AR system performance through targeted efforts in associate workflow improvements, directed work, development of operational tools, and initiatives to improve capacity, quality and throughput. During high volume events the CSM team works with Operational support partners to prepare readiness plans for the entire AR Network. The CSM team will identify sites with lower performance relative to their design targets, establish the performance improvement plans, and prepare the network level communications daily. The primary customers of the CSM Team are Amazon Site Operations leadership, AR Leadership and AR Product and Solution Vertical teams.

Basic Qualifications

- Bachelor's degree in science, technology, engineering, math, business or equivalent
- Experience in customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies
- Experience leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion
- Experience on technical project management and on the field rollout in Fulfillment or Sort centers

Preferred Qualifications

- PMP certification, or SCRUM/Agile, SAFe certification
- Knowledge of data analytics tools, specifically SQL for data extraction and manipulation, combined with experience in using visualization platforms such as Amazon QuickSight or Tableau. The ideal candidate should be capable of performing statistical analysis on extracted datasets to derive meaningful insights.
- Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we’d love to hear from you.

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