What are the responsibilities and job description for the Customer Success Manager, Robotics, Fulfillment position at Amazon?
About Amazon Robotics
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 imagine yet.
Customer Success (CSM) Team Overview
The Customer Success (CSM) team is the primary link between Amazon Robotics 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.
Key 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 the 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.
Benefits:
- Medical, Dental, and Vision Coverage
- Maternity and Parental Leave Options
- Paid Time Off (PTO)
- 401(k) Plan
BASIC QUALIFICATIONS:
- 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
PREFERRED QUALIFICATIONS:
- 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
