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

Job title:

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

Company

Amazon

Job description

DESCRIPTIONAmazon 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.About AWSDiverse Experiences
AWS 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.Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.Key job responsibilities
Key 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 productsAbout the team
AWS SolutionsAs part of the AWS 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.BASIC QUALIFICATIONS· 10+ years in customer-facing service, retail operations, and operational support
· Strong quantitative skills to analyze data and use customer research, data, and metrics to back up assumptions, identify opportunities, and invent new ways to exceed customer expectations
· Easily build and nurture relationships both internally and externally
· Relentless customer obsession
· Strong desire to invent and simplify
· Exceptional and effective verbal and written communication skills (need strong writing skills)
· Active listener and effective communicator
· Exceptional attention to detail and organizational skills
· Ability to work independently, as well as part of a team, on multiple projectsPREFERRED QUALIFICATIONS· Ability to prioritize and demonstrate relentless discipline in achieving goals
· Proven ability to influence others and willingness to roll up your sleeves
· Ability to converse with senior customer stakeholders including CEOs, CMOs, CIOs, CSOs, etc. Strong execution capability with the highest standards in a rapidly evolving business
· Experience in sales in physical retail a plus
· Meets/exceeds Amazon’s leadership principles requirements for this role
· Meets/exceeds Amazon’s functional/technical depth and complexity for this roleAmazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit. .
&ltbr/>&ltbr/&gtAmazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (&lta href=”https://www.amazon.jobs/en/privacy_page”&gthttps://www.amazon.jobs/en/privacy_page ) to know more about how we collect, use and transfer the personal data of our candidates.Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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 &lta href=”https://amazon.jobs/content/en/how-we-hire/accommodations”&gthttps://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.

Expected salary

Location

London

Job date

Sat, 22 Feb 2025 01:47:26 GMT

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