Sr. Technical CSM, Air Cargo, Amazon Air Cargo

Amazon • Bellevue, WA

315d • $138,200 - $239,000

About The Position

In Amazon Air, process driven techniques helps us deliver smiles to both our internal and external customer daily. There are multiple ways to problem solve here, and we do it with consideration and respect for each other. We are diverse and united. Your thoughts, ideas, and contributions are highly valued here to solve any problem that we may encounter. There is no limit to how high you can “soar” here at Amazon Air (AIR)! AIR is looking for a Sr. Technical Customer Solutions Manager (Tech CSM) with a strong delivery record and proven project management experience to own operational and cross-functional projects and programs within Amazon Air Cargo. This role works to continuously improve the customer experience and develop best in class air cargo capabilities. The Tech CSM position requires the ability to 1) create and implement processes, 2) coordinate and drive execution of customer programs, 3) balance technical expertise with strong stakeholder management and regulatory compliance, 4) identify and solve complex challenges, and 5) communicate risks and statuses to senior management. Cross-team coordination, program management, and executive presentation skills (internal stakeholders and external customers) are essential.

Requirements

• 2+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience
• Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams
• 5+ years of leading programs which may involve technical, operational and/or regulatory dimensions with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience
• Bachelor's degree in management, technology, engineering, math, business or equivalent

Nice To Haves

• PMP certification, or SCRUM/Agile, SAFe certification
• Experience implementing cloud services including migrations and modernization projects or similar
• Master's Degree

Responsibilities

• Own end to end customer onboarding
• Gather and analyze customer requirements to establish operational, technical, and regulatory processes and expectations
• Influence design and development of operational and tactical processes across various tech and non-tech workstreams
• Align customer requirements with Amazon Air Cargo capabilities
• Enable solutions that address customer needs
• Create a streamlined operational framework that supports future expansion and demand increase, while maintaining quality and efficiency
• Integrate customer systems into Amazon Air Cargo systems via APIs, working with product/tech teams as needed
• Single-threaded owner responsible for planning, execution, and delivery of defined projects
• Partner with teams across the business to source, allocate, and coordinate resources
• Manage and deliver results on complex projects across multiple organizations
• Work with Program Managers and business leaders to communicate the impact of organizational initiatives
• Engage with stakeholders to guide these stakeholders and their customers toward consensus
• Create and implement process improvements for the execution of Air Cargo programs
• Gather and analyze data to help drive organizational decisions
• Ensure compliance with regulatory standards across processes
• Report status updates and Key Performance Indicators (KPIs) to AIR leadership and customers
• Travel domestically up to 25% of the time

Benefits

• 401k
• health_insurance
• dental_insurance
• vision_insurance
• life_insurance
• disability_insurance
• paid_holidays
• paid_volunteer_time
• tuition_reimbursement
• employee_stock_purchase_plan
• professional_development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: Bachelor's degree