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Customer Success Manager, Amazon Robotics, Fulfillment

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Amazon

24d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Engineering
  • Westborough
    Remote

AI generated summary

  • You must have a relevant degree, 6+ years in customer-facing roles, technical issue resolution experience, analytical tool knowledge, and familiarity with process improvement and robotics.
  • You will scale AR operations, improve best practices, address performance issues, facilitate technology rollouts, capture customer feedback, and coach site leaders, with ~25-30% travel.

Requirements

  • Bachelor’s degree in Engineering and/or relevant experience
  • 6+ years in customer-facing roles, with experience resolving technical issues with operations, engineering (software/hardware), and leadership teams
  • Experience managing multiple high-priority tasks simultaneously
  • Knowledge and/or working experience with analytical tools (sql, Excel, tableau)
  • Experience applying process improvement frameworks and tools to optimize business operations and customer outcomes
  • Masters degree in Engineering and/or MBA
  • Strong problem-solving and analytical skills
  • Experience with Lean, Six Sigma, or other continuous improvement methodologies
  • Experience with robotics hardware, software, and/or system troubleshooting
  • Experience in BI and analytical tools including Tableau, SQL, and R/Python

Responsibilities

  • 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.
  • Auditing adoption and improving effectiveness of safe and effective AR operational best practices within your portfolio or subject matter area of expertise.
  • Identifying and addressing trending operational performance issues and improvement opportunities, and implementing solutions in fulfillment network.
  • Facilitating network-wide rollouts of new robotic technologies and tools, and supporting operations’ launch 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 leaders on AR best practices and robotics systems and tools.
  • ~25-30% travel expected

FAQs

What is the primary role of a Customer Success Manager at Amazon Robotics?

The primary role of a Customer Success Manager at Amazon Robotics is to serve as the main link between Amazon Robotics and operations, coaching site management on operational best practices, robotic systems, and tools to meet or exceed performance goals.

What qualifications are required for this position?

A Bachelor’s degree in Engineering and/or relevant experience is required, along with 6+ years in customer-facing roles, experience resolving technical issues, and knowledge of analytical tools.

Is travel required for this position?

Yes, approximately 25-30% travel is expected for the Customer Success Manager role.

What are some key responsibilities of a Customer Success Manager?

Key responsibilities include developing and implementing processes for efficiency, auditing AR operational best practices, addressing performance issues, supporting the rollout of new technologies, and coaching site leaders.

What kind of background is preferred for candidates applying for this role?

Preferred backgrounds include a Master’s degree in Engineering or an MBA, strong problem-solving skills, experience with continuous improvement methodologies like Lean or Six Sigma, and familiarity with robotics.

What types of benefits does Amazon offer to employees?

Amazon offers a full range of benefits including medical, dental, and vision coverage, maternity and parental leave options, paid time off, and a 401(k) plan.

What skills are important for this position?

Important skills for the position include technical acumen, program management, organizational change management, communication skills, and the ability to handle multiple high-priority tasks simultaneously.

What is the salary range for this position?

The pay range for this position is $138,300 to $187,100, but base pay may vary depending on job-related knowledge, skills, and experience.

Does Amazon value diversity in its workplace?

Yes, Amazon is committed to a diverse and inclusive workplace and is an equal opportunity employer.

How can candidates apply for this position?

Candidates can apply for this position via Amazon's internal or external careers site.

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Amazon

Retail & Consumer Goods
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.