Customer Success Manager, Amazon Robotics, Fulfillment

About the position

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 innovative robotics and software solutions to solve real-world issues 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 (CSM) team is the primary link between AR and Operations coaching site management on operational best practices, robotics systems and tools. You will work directly with operations managers at Amazon Fulfillment and Transportation 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 customer goals and influence a broad range of operations, engineering, product, deployment, and solution stakeholders from Global Robotics and Central Operations to ensure North America operations, engineering, and other organizations become comfortable with Amazon Robotics' technologies. You will use your technical acumen, program management, organizational change management, and communication skills to align a broad range of initiatives for the customer. You will own and drive execution excellence for your portion of the end-to-end 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 have a business outcome mindset, broad technical background, and a passion for problem-solving. You are a team player, use data to make choices, express yourself thoughtfully verbally and in writing, and are passionate about delivering Earth's most customer-centric experiences.

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

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

Nice-to-haves

• 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

Benefits

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan