As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.


Amazon Just Walk Out as a Service (JWOS) delivers solutions to our Retail Customers to simplify shopping for their shoppers. Our enterprise-ready, autonomous retail technology enables shoppers to simply enter a store, grab what they want, and just go. Born from years of experience at Amazon Go, Just Walk Out uses a combination of technologies to eliminate checkout lines bringing fast and convenient transactional experiences to shoppers. JWOS is seeking a Manager, Customer Success to build first class customer service and operational support programs for our customers. This role drives customer success in several ways such as value realization, steady-state operational support, continuing customer education, and operational excellence initiatives. This function plays a critical role in defining our global customer success strategy and building the tactical playbooks, processes, and mechanisms to deliver this mandate. In this role, you will design the infrastructure for post-launch customer support, engage with customers to define requirements, and help see around corners for future needs. This role never stops iterating and never stops inventing on behalf of our customers.

The ideal candidate has a track record of success leading in ambiguous and high-pressure entrepreneurial situations, has impeccable communication and project management skills, and has demonstrable experience in customer success. Our team values an ability to own projects and work autonomously, to deliver results scrappily and at scale, and be authentic as we accomplish our goals together. This candidate understands the profundity of our revolutionary technology and the power of building and earning trust.

Key job responsibilities
· While always placing the customer first, drive global strategy to serve both our end users: the customer and the shopper
· Develop and track customer success metrics
· Develop and hit monthly, quarterly, and annual goals to improve customer satisfaction
· Track and monitor industry trends and make recommendations
· Develop operational excellence series and drive partner teams to deliver upon action items to improve customer experience
· Parlay operational excellence outputs into value realization initiatives to strengthen our value proposition
· Pursue new ideas for value creation
· Solve ad hoc operational concerns as they arise in the field and apply learnings across all other customers
· Develop and launch customer support infrastructure- processes, SOPs, platform
· Ideate and build formal customer support program
· Invent and collaborate both launch + ongoing learning and development to improve customer capabilities and retention
· Gather VOC and VOS data to cross-functionally share with JWOS cross-functional teams to iterate our service
· Gain alignment from sr. internal stakeholders who own multiple products


About the team
ABOUT AWS:

Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

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We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth
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Basic Qualifications

- Experience with strong project management skills and the ability to thrive in a fast-paced environment

Preferred Qualifications

- 2+ years of retail or operations, or 4+ years of customer-facing retail, hospitality, or grocery industry experience

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.