Manager, Customer Success, Robotics Technical Services

Overview

Manager, Customer Success, Robotics Technical Services. You will lead a team of Customer Success Managers (CSM) and support engineers (HSE) to maximize the performance of advanced robotics systems. The role involves cross-functional collaboration with technologists, product development, operations, reliability, maintenance, and engineering teams to deploy and support Amazon Robotic Systems.

We are seeking candidates with a blend of technical and customer-facing skills to support Amazon Robotics, with responsibilities including launching new systems, developing support mechanisms, monitoring performance, sharing best practices, and driving continuous improvement across the customer fulfillment network. Travel is up to 75% as part of the role.

Key responsibilities

• Hire and develop a team of CSMs and HSEs that collaborate with technologists, product development, manufacturing, and site operations, reliability, maintenance, and engineering teams to maximize robotics performance
• Develop and implement standard operating procedures, performance metrics, and feedback mechanisms
• Utilize metrics and proactive monitoring tools to measure reliability and performance of robotics systems
• Build effective relationships with key stakeholders and engineering leaders supporting Amazon operations
• Identify, analyze, and resolve mechanical and system issues across the AR product suite
• Produce daily and weekly reports on the AR product suite
• Partner with leaders and engineers to deliver new and innovative products to the customer fulfillment network
• Provide requirements and voice-of-the-customer feedback to development and support teams
• Provide on-site support for new product implementation efforts
• Travel up to 75% to support field activities

Basic Qualifications

• 5+ years of team leadership, hiring, and development experience
• Bachelor's degree in a STEM field, or equivalent industry experience
• 5+ years of customer-facing work engaging with customer executives, technologists, or partners to solve business problems with advanced technologies
• 5+ years of leading large-scale, technical or engineering programs with a proven track record of thought leadership, business case development, realizing customer benefits, and successful program completion
• Experience leading technical and non-technical transformation project teams with the ability to work across broad functional teams

Preferred Qualifications

• 7+ years of team leadership, hiring, and development experience
• MBA or equivalent graduate degree

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

Los Angeles County applicants: job duties include working safely and cooperatively with others, adhering to standards of excellence under stress, effective communication, and compliance with laws and company policies. Criminal history may have a direct, adverse impact on employment suitability. We will consider qualified applicants with arrest and conviction records in accordance with applicable laws.

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