Program Manager, Customer Growth, Just Walk Out, (JWO)

Amazon

1d

About The Position

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 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 driving customer
growth through creation of scalable mechanisms and processes. 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.

Requirements

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

Nice To Haves

• Experience managing multiple projects and meeting aggressive deadlines

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

Benefits

• 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
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed