Customer Success Manager, Amazon
Amazon Robotics, Fulfillment
$138.3-239k
The largest online retailer and technology provider
Job no longer available
The largest online retailer and technology provider
1001+ employees
Job no longer available
$138.3-239k
1001+ employees
Company mission
To be Earth's most customer-centric company.
Role
Who you are
- Bachelor’s degree in Engineering and/or relevant experience
- 6+ years of experience 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)
Desirable
- 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
What the job involves
- 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 have a business outcome mindset, broad technical background, and a passion for problem-solving.
- You are a team player, use data to make decisions, express yourself thoughtfully verbally and in writing, and are passionate about delivering Earth’s most customer-centric experiences
- 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
Our take
Amazon is the world's largest online retailer, and is well-known for its disruption of well-established industries. The company is present in numerous verticals, including cloud computing with Amazon Web Services, AI with its range of Alexa devices and a global marketplace more commonly referred to as 'the everything store'. Acquisitions include Ring, Twitch, Whole Foods Market, and IMDb.
More recently, Amazon has been focused on leading the "third wave in digital advertising". Many businesses are now shifting ad dollars to retailers, which before would have been spent with online media platforms. Amazon's seen great success in the space, with its revenue from advertising now higher than its Amazon Prime membership scheme, audiobooks and digital music combined. This growth is particularly impressive considering its digital ad rivals (like Snap, Alphabet, and Meta) have suffered declines due to wider macroeconomic factors and Apple's iOS privacy changes.
Despite its dominant market position, Amazon will continue to be challenged over the next decade, including sustaining AWS's cloud dominance in the face of Google and Microsoft. On top of this, the company's e-commerce division is facing profitability problems despite its 2023 post-IPO debt funding of 8 billion. It will need to find new ways to stay above their competitors.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Company HQ
South Lake Union, Seattle, WA
Leadership
Jeff Bezos
(Founder & Executive Chairman)Jeff is an American business magnate, media proprietor, and investor. As well as founding Amazon, Jeff founded Blue Origin, an aerospace manufacturer and sub-orbital spaceflight services company and also owns The Washington Post.
Andy Jassy
(President & CEO)Joined Amazon as a Marketing Manager in 1997. Developed AWS with Jeff Bezos, and became CEO of Amazon in 2021.
Salary benchmarks
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